Job responsibilities of hotel room attendants

Job responsibilities of hotel room attendants

With the continuous progress of society, more and more occasions need to use job responsibilities, so it is very important for enterprises to standardize employment and avoid risks. So do you really know how to formulate job responsibilities? The following are the job responsibilities of the hotel room attendant that I have compiled for you. Welcome to read, I hope you will like it.

First, the room status check.

Room state inspection refers to whether the room state in the hotel management software system really corresponds to the room state in the guest room under the premise of applying the hotel management software system. According to the influence of guests' departure on the change of room state, the checkout time is divided into three time periods.

1, check the room status three times, namely: 8: 00 am, afternoon 14: 00, afternoon18: 00;

2. Check the room status information at 8: 00 am, 14: 00 pm and 18: 00 pm respectively:

1) 65438+ 08:00 the day before-8: 00 the next day.

2) 8: 00- 14: 00 on the same day

3) Today14: 00-18: 00;

3. The room service center and the staff on duty should clearly write the check-in and check-out information of all guests in the "telephone book" and "handover book" within three time periods, so that the next shift can clearly understand the basic dynamic changes of the room;

4. Fill in the "Room Status Checklist" according to the recorded information and handover situation;

5. Fill in the corresponding unit, room type, check-in and check-out time and room number in the form;

6. Check with the front office at the specified time;

7. When checking the room condition, correct the problems found in time; And feedback the problem to the room attendant in time, so as to do all the services well;

8, check the room status, must be checked by the room service center personnel;

9. After confirmation by both parties, the signature will take effect.

Second, the day shift, night shift waiter program

(1) Day shift attendant

The main job of the day shift attendant is to greet the guests and serve them safely, accurately and promptly; Ensure the safe work of the floor. Its work content is:

1, sign in to the duty room on time after work, attend the morning meeting, and collect the room card, key and cleaning report from the duty room;

2. Pay attention to the notice posted in the duty room;

3. After arriving at the post, hand over all kinds of service matters and remaining problems, especially the handover of keys and VIP rooms;

4. Be responsible for the foreman, complete the work assigned by the foreman, pay attention to close cooperation with relevant positions, and do a good job in service;

5. Be responsible for counting, keeping, handing over, sending and washing linen and cups;

6. Be responsible for seeing the guests off and providing room service for the guests in time; Provide accurate, timely and safe transportation services for guests;

7. Be responsible for keeping the key, check the closing situation before coming off work, and report to the foreman in time if any abnormal situation is found to ensure safety;

8, complete a certain number of rooms cleaning and planning health and VIP room small finishing work; Do a good job of linen storage and replenishment of work car items, and keep the work car clean and tidy;

9. Keep the workshop and public areas clean, and dust the corridor floor every day and at11:00-12: 00 after cleaning; Clean the disinfection room and public areas thoroughly with other classes every Sunday.

10, responsible for monitoring the maintenance room and visiting room, and doing a good job in safety;

1 1, responsible for checking and cleaning guest rooms, collecting and returning guest clothes, and checking the quality and quantity of clothes according to the laundry list;

12. Hand over the work with the night shift staff and complete the "Cleaning Report".

(2) Night shift attendant

The main job of the night shift attendant is to see the guests off, provide timely service for the guests and ensure work safety. Its main work content is:

1, sign in to the duty room on time after work;

2. Pay attention to the notice posted by the office;

3. Accept the instructions of the foreman and complete the assigned work;

4. Complete the handover of various matters with the day shift waiter and the handover and storage of guest supplies;

5. Be responsible for providing room service, turndown service and distributing supper;

6, check and clean the guest's room;

7. Responsible for monitoring the maintenance room. Before going to work, carefully check whether the door is closed. If there is any abnormal situation, report and handle it in time to ensure safe work at night.

8. Responsible for completing the "cleaning report", etc.

9. Be responsible for going through the marriage formalities at the front desk in time and returning the keys to the resident office, doing a good job of cleaning and making records;

10, keep the disinfection room, public * * * area and duty room clean, and the work car clean.

Third, the cleaner's working procedure (room cleaning procedure)

1, follow the guest room working procedure.

Cleaning and tidying up the guest room that just checked out is called cleaning the guest room.

1. 1 Enter the room

Open the door into the room according to the procedure of entering the room, and clean the room after opening the door;

A. Place the work car horizontally at the door of the guest room, adjust the position, and the opening of the work car faces the room;

B. Open the curtains, open the windows and adjust the air conditioner;

1.2 Remove the bed as required, put the removed linen into the linen bag of the work car, and bring in the same amount of clean linen and put it aside for later use;

1.3 tidying utensils

A. If the guest has dined in the room, clear the tableware and send it to the subordinate department after OK;

B. Dump the sundries in the ashtray into the trash can and clean them in the bathroom. When cleaning the ashtray, be sure to check whether the cigarette butts and matches are extinguished (don't pour them into the toilet).

C Wash the used tea sets and cups in the bathroom.

1.4 garbage collection

Put the garbage in the trash can into the garbage bag of the work car together with the garbage collected from the desktop, floor, etc., wipe the inside and outside of the trash can clean, put it into a clean garbage bag and put it back in place. Put away the magazines and newspapers in the room and leave the room, that is, treat the situation as garbage or leftovers;

1.5 cleaning the toilet

1) enter the bathroom, turn on the ventilator, and put the toolbar in a position suitable for toilet work;

2) Rinse the toilet with water, and spray toilet cleaner into the toilet. Be careful not to pour toilet cleaner directly on the glaze; Take out the used linen and put it in the linen bag of the work car;

3) Take out the garbage, put it into the garbage bag of the work car and replace it with a clean garbage bag;

4)4) After cleaning, put the ashtray, tea set, cup set and soap dish back in place;

5) The rags needed to scrub the "three cylinders" and the ground should be prepared separately or wrung out after cleaning, and set aside for later use;

6) Clean the "three cylinders" and be careful not to have any stains or water marks;

7) Dust the toilet with the prepared dry and wet rags in turn;

8) Supplement low-value consumables and other guest supplies according to hotel standards;

9) clean the bathroom floor;

10) Check whether there are any omissions;

1 1) Take out the toolbar and turn off the lights and the ventilator.

1.6 make the bed according to the prescribed procedures and put the bed away;

1.7 Dust the room in a certain order to avoid omission or repetition. At the same time, check whether the guest supplies that need to be supplemented in the room are complete, whether the facilities and equipment are normal, and whether there are any items left by the guests;

1.8 according to the hotel regulations and the number of people to supplement the guest room supplies;

1.9 Vacuum from the inside out, paying special attention to the dead corner of the room, on the sofa, behind the curtain, under the bed, etc. Put the furniture back in its original position after suction, then close the doors and windows, draw the gauze curtain and put the vacuum cleaner at the door;

1. 10 When you leave the room, look around the room and check if there are any omissions. If there is, it should be dealt with in time;

1. 1 1 Turn off the lights and appliances and exit the room;

1. 12 Fill in the cleaning report.

2. Room cleaning has a workflow.

The cleaning of guest rooms is the same as that of departure rooms, but attention should be paid to:

2. 1 When entering the guest room, the relevant regulations for entering the room shall be strictly observed;

2.2 when cleaning the guest room, the guest's documents, newspapers, books and periodicals can be arranged slightly, but they can't be misplaced and are not allowed to read; Guests' personal belongings, such as cameras, wallets, notebooks, etc., should not be tampered with at will;

2.3 Check whether the articles in the guest room, including hotel property such as "Four Towels", have been moved or lost;

2.4 valuables shall not be moved, and immediately report to the foreman and make records, and record the location and quantity of items;

2.5 When cleaning the guest room, if the phone rings in the room, in order to respect the guest's right to use the guest room and maintain the guest's privacy, you can't answer the phone;

2.6 when the room is occupied, the air conditioning temperature should be adjusted according to the guest's opinion;

2.7 If the guest comes back when cleaning up the room, he should politely ask the guest to show his room card, and after confirming his identity, ask the guest for advice on cleaning up the room;

2.8 Pay attention to supplement guest supplies.

3, clean room cleaning workflow

Same as the guest room procedure, but it should be noted that:

3. 1 Enter the room according to the prescribed procedures;

3.2 Slowly push open the door and start cleaning, mainly for inspection and dust removal;

3.3 Drain the toilet, flush the floor drain to remove odor, and wipe the floating dust in the bathroom (the faucet and shower head of the bathtub will rust once every two or three days, so be careful to clean and dry them);

3.4 check the room facilities and equipment, check whether there are cobwebs on the ceiling and insects on the ground, turn off the lights and close the door;

3.5 If there are guests (arriving in advance) on that day, adjust the room temperature of the air conditioner to a suitable temperature, open the window for ventilation, and leave the room to fill in the form after self-inspection.

Fourth, make a bed plan.

1, pull the bedstead pad

Stand at the end of the bed, adjust the distance according to your personal situation, bend down, raise the bedstead slightly with your hands, and slowly pull it out, about 50 cm away from the headboard.

2. Cast list

Grab one end of the sheet with your left hand, hold the head of the sheet with your right hand, throw it to the bed, and then open the sheet conveniently.

3. Dumping orders

Hands apart about 80- 100 cm, palms down, grab the head of the sheet, lift it about 70 cm high, lean forward slightly, throw it out, and hang it evenly around the sheet. The sheets should be centered and face up.

4, wrap angle

When wrapping the bed, tuck the drooping sheets under the mattress; Wrap the corner, right hand pulls the right drooping sheet to fold the corner, left hand folds the corner at right angles, then vertically pulls the right corner to wrap the corner at right angles, and right hand tucks the remaining drooping sheet under the mattress. Every corner is important, and it is a right angle.

5, quilt cover

The quilt cover is unfolded in place at one time, and the four corners of the quilt are full.

Step 6 lay a quilt

The distance between the quilt and the bedside is about 30 cm, the quilt head is folded back 30 cm, and it is about 60 cm away from the bedside, and the two sides naturally droop.

7. Pillow case

Pillow core sleeve must be full and smooth, and the pillow core is not exposed.

Step 8 put a pillow

Put two pillows in the middle, about 5 cm away from the bedside, with pillow pockets facing the bedside table.

9, bed end cloth

Put the bed tail cloth flat at the end of the bed, and don't deviate from the center line. The natural drooping distance on both sides is equal, and the tail naturally droops. Bend down about 1 cm from the ground, and slowly push the prepared bed to the headboard and align it with the headboard.

10, reset the bed

Bend down and slowly push the prepared bed to the headboard, aiming at the headboard.

Five, maintenance room workflow

Doing a good job in room maintenance is a way to ensure the normal rental of rooms, and it can also directly reflect the rental quality of rooms.

(A) ok room maintenance workflow

1, enter the room according to the procedure;

2, every day into the room to open the window, open air conditioning, ventilation;

3. Wipe off the floating dust on furniture, equipment and articles with a dry cloth every day;

4. The "three cylinders" should release water for one or two minutes every day;

5. Vacancy continuously, vacuuming once every few days;

6, check whether there is any abnormal situation in the room, such as does not meet the requirements, before the guests check in;

7, facilities and equipment failure, should be repaired in time, can't repair, should promptly notify the front office;

8. Maintain the equipment and furniture in the room according to the planned sanitary requirements;

9. Refusing guests to stay or visit during house maintenance;

10, check the maintenance situation at any time, and notify the front office when the OK room is restored;

1 1, make records and fill in the cleaning report carefully.

(2) Vacancy maintenance workflow

1, enter the room as required;

2, clean the room in order, and check the use of furniture and equipment in the room;

3. Turn off the TV, open the doors and windows and curtains, empty the room and ventilate the room;

4, found that equipment damage, furniture damage and other imagination, immediately repair;

5. After the room is cleaned, check whether there is any maintenance problem in the room. If yes, inform the front office in time and change the room from the hotel management system to the maintenance room.

6. Low-value consumables, cotton cloth, cups, etc. Those used by guests should be replaced and disinfected;

7, to use the designated cleaning agent to clean the goods, so as not to damage and shorten the service life of the goods;

8. disinfect the room;

9. Pay attention to the maintenance of the room at any time and contact the front office in time;

10, guests are forbidden to visit or stay during the maintenance period;

1 1. During the house maintenance, the sanitation works normally as planned;

12. After the room is restored, notify the front desk;

13, make records and fill in the cleaning report carefully.

6. Do not disturb the room cleaning procedure.

1. Register the room number of the Do Not Disturb room.

When the room attendant takes over, he will record the room number with a "Do Not Disturb" sign in the duty book. In addition, you should pay special attention to those rooms that have been hung with the "Do Not Disturb" sign since you made a late bed last night.

2. Keep from doing housework first.

If the room service company has a "Do Not Disturb" sign, please keep it safe first. After the guest takes down the "Do Not Disturb" sign, check the room key with the front desk. If the front desk prompts the guests to go out, you can knock on the door to tidy up. If you are not at the front desk, it means that the guest is still in the room and must knock at the door after 13: 00 (according to the regulations of each hotel).

3. Telephone enquiry

The morning shift foreman needs to ask the person in charge of each floor why the room is not cleaned between 12:00- 14:00 every day. If the guest keeps hanging the "Do Not Disturb" sign, the head waiter should first ask if the guest is in and whether he has made an account. If it is a guest, check the guest habit record to see if there is any record of not tidying up the room. If there is no record, report to the supervisor on duty on the floor and at the front desk.

4. Cooperate with relevant departments of * * *.

4. 1 The supervisor of the housekeeping department on duty will deal with it with the assistant manager in the lobby at 15: 00. The assistant manager in the lobby will contact the room by phone first. If the guest answers, he will inform the guest that he has received the notice from the housekeeping department, ask the guest politely if he can tidy the room, and take away the homework according to the guest's reply.

4.2 If no one answers the phone, the housekeeping supervisor will knock on the door twice, and then use the "master key" to open the door for inspection. If a guest locks the door (there are two locks on the guest room door of a general hotel, the first lock is locked when the door is closed, and the second lock is pressed by the guest himself after the door is closed), it is impossible to open the door with the "master key", and the engineering department needs to remove the whole door. After the situation eases, the foreman will inform the domestic workers to start sorting out the work.

5, do the matters needing attention of the night bed

If the guest hangs a "Do Not Disturb" sign when making the bed at night, the room attendant should record it and give it to the night shift foreman for handling (together with returning the guest's clothes) before leaving work. The night shift foreman must check every hour. If the card is found, he will knock on the door to deliver clothes to the guests and make the bed for the night. If the "Do Not Disturb" sign is hung all the time, please ask the night shift foreman to pay special attention to the condition of the room during the handover and keep patrolling every hour. The night shift foreman will hand over the shift to the morning shift after work to continue to pay attention.

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