How to prepare for hotel opening?

Preparation process for opening of hotel housekeeping department

I. Tasks and requirements of the preparation for the opening of the Housekeeping Department

The preparation before the opening of the housekeeping department is mainly to establish the departmental operation system, and make full preparations for the opening and post-opening operation from the aspects of people, money and materials, including:

(a) Determine the jurisdiction and responsibility of Housekeeping Department

After the housekeeping manager arrives at his post, he should first be familiar with the plane layout of the hotel, and it is best to visit it on the spot. Then according to the actual situation, determine the jurisdiction area of the housekeeping department and the main responsibility scope of the housekeeping department, and report the specific suggestions and ideas to the general manager in writing. The top management of the hotel will convene relevant departments to discuss and make a decision. In the division of areas and responsibilities, domestic managers should proceed from the overall situation and have a good sense of service. According to the requirements of professional division of labor, it is best to centrally manage the cleaning work of hotels. This is conducive to the unification of standards, the improvement of efficiency, the reduction of equipment investment, equipment maintenance and personnel management. The division of responsibilities should be clear, preferably in writing.

(2) Design the organization of housekeeping department

In order to design the organization scientifically and reasonably, the housekeeping manager should comprehensively consider various related factors, such as the scale, grade, building layout, facilities and equipment, market positioning, business policy and management objectives of the hotel.

(three) to develop a list of goods procurement

There are many affairs before the opening of the hotel, and the procurement of business supplies is a very energy-consuming work. It is very difficult to complete this task only by the purchasing department, and all business departments should assist them to complete it together. Whether purchasing department or housekeeping department, when making the purchasing list of housekeeping department, the following questions should be considered:

1. The architectural features of this hotel. The types and quantities of purchased goods are closely related to the characteristics of buildings. For example, the guest room floor usually needs to be equipped with a work car, but for some villa-style buildings, the work car will not play a role; In addition, the number of some cleaning equipment is directly related to the number of rooms on each floor. For hotels with about 18-20 rooms on each floor, the housekeeping manager needs to decide whether the main cleaning equipment on each floor is one set or two sets. In addition, the configuration of some 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 issued the industry standard "Quality and Equipment Requirements for Room Supplies in Star Hotels", which is the main basis for the administrative housekeeper to make the purchase list.

3. The design standard and target market positioning of the hotel. The room manager should make a list according to the actual situation of the hotel, the design star standard and the national industry standard, and at the same time, according to the positioning of the hotel target market, consider the demand of the target source market for room supplies.

4. Industry development trend. The room manager should pay close attention to the development trend of the industry, and have a certain sense of advancement in the provision of goods, not too traditional and conservative. For example, it is a useful attempt for hotels to reduce unnecessary guest items in rooms according to the needs of guests.

5. Other circumstances. When making the material purchase list, relevant departments and personnel should also consider other related factors, such as room occupancy rate and hotel funds. The design of the purchase list must be standardized, which usually includes the following columns: department, number, project name, specification, unit, quantity, reference supplier, remarks, etc. In addition, all departments need to determine the equipment standards of related projects when making the purchase list.

(4) assist in purchasing.

Although the executive housekeeper does not directly undertake the procurement task, this work has a great influence on the opening and operation of the housekeeping department. Therefore, the executive housekeeper should pay close attention to and properly participate in the procurement work. This can not only reduce the burden of the purchasing manager, but also ensure that the purchased goods meet the requirements to a great extent. The executive housekeeper should regularly check the availability of various items against the purchase list, and the frequency of inspection should gradually increase with the approach of opening.

(five) to participate in or be responsible for the design and production of uniforms.

It is a common practice 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 often have their unique appreciation ability in the choice of uniform styles and fabrics.

(six) the preparation of departmental operation manual

The operation manual is the work guide of this department and the basis for the training and assessment of employees in this department. Generally speaking, the operation manual can include job responsibilities, work procedures, rules and regulations and operation forms.

(seven) to participate in employee recruitment and training.

Usually, the recruitment and training of housekeeping staff should be jointly undertaken by human resources department and housekeeping department. In the process of employee recruitment, the human resources department makes a preliminary screening of candidates according to the general requirements of hotel work, and the administrative housekeeper is responsible for the entry clearance. Training is one of the main tasks before the opening of the department. The executive housekeeper should set out from the reality of the hotel, make a feasible departmental training plan, select trainers from the training department, guide them to write specific teaching plans, supervise the implementation of the training plan, and ensure that the training work achieves the expected results.

(eight) the establishment of guest room files

Before opening, it is of great significance to establish guest room files for future guest room management. During this period, the housekeeping department of many hotels neglected this work and lost the opportunity to collect a lot of first-hand information.

(nine) to participate in the acceptance of the computer room.

Room acceptance is generally attended by the project department, engineering department, housekeeping department and other departments. Housekeeping department can participate in the acceptance of rooms, which can largely ensure that the quality of room decoration meets the standards required by the hotel. Before participating in the acceptance, the housekeeping department should design a room acceptance list according to the hotel's situation and train the personnel of the participating departments accordingly. After acceptance, the department should keep a checklist for future follow-up inspection.

(10) is responsible for the basic cleaning of the whole store.

Housekeeping plays an extremely important role in the basic cleaning of the whole shop. This department is not only responsible for cleaning all the infrastructure in the guest room area, but also for cleaning the lobby and other related public areas. In addition, it is also responsible for guiding the infrastructure cleaning work of other departments. The success of infrastructure cleaning before opening directly affects the protection of hotel products. Many hotels have left permanent regrets because of their neglect of this work. Before the opening of the hotel, the housekeeping department should work with the hotel senior management and relevant responsible departments to determine the infrastructure cleaning plan of each department, and then the PA team of the housekeeping department will train the employees of each department on cleaning knowledge and skills, equip each department with necessary appliances and detergents, and inspect and guide the cleaning process.

(eleven) simulation operation department

After all the preparations are basically in place, the housekeeping department can carry out the department simulation operation. This is not only a test of preparation, but also a solid foundation for formal operation.

Second, the housekeeping department opening preparation plan

Making a good preparation plan for the opening of housekeeping department is the key to ensure the normal operation of the department before opening. There are many forms of opening preparation plan, and hotels usually use countdown to ensure the normal opening preparation. Countdown method can be expressed in two forms: table and text.

(1) Before the opening 17 weeks.

Contact with the construction unit is the responsibility of the project coordinator or hotel manager, but the administrative housekeeper must establish this communication channel for future contact.

(2) Before the opening 16 weeks 13 weeks.

1. Participate in selecting materials and styles of uniforms. 2. Understand the number, category and bed specifications of guest rooms, and confirm the orientation of all kinds of guest rooms. 3. Understand the configuration of other supporting facilities such as hotel recreation. 4. Make clear whether the housekeeping department uses computers. 5. Be familiar with the design blueprints of all regions and make field trips. 6. Understand the relevant orders and the list of existing items (linen, forms, guest supplies, cleaning supplies, etc.). ) .7. Know all the orders that have been executed and supplement the orders that have not been executed. 8. Ensure that all the ordered items can be in place one month before the opening of the business. Before the opening of the business, negotiate with the general manager and relevant departments about the storage and control methods of the main items, and establish the workflow of order acceptance, warehousing and inquiry. 9. Check whether the necessary furniture and equipment are omitted, and ensure that the expenditure does not exceed the budget. 10. If there is no laundry room in the hotel, it is necessary to inspect the local laundry room and draft the washing contract outside the store. 1 1. Decide which work items should be outsourced, such as pest control, exterior wall and window cleaning, and conduct corresponding bidding and negotiation for these projects. 12. Organization of the design department. 13. Write the job descriptions of each position in the department and make the training plan before the class starts. 14. Implement employee recruitment.

(3) The twelfth week to the ninth week before opening.

1. Determine the room layout standard according to the design requirements of the hotel. 2. Formulate a series of standards and systems such as departmental inventory. 3. Make plans for the use and management of guest room keys. 4. Formulate the safety management system of housekeeping department. 5. Develop procedures for receiving and using chemicals (such as cleaning agents). 6. Formulate inspection and maintenance procedures for guest room facilities and equipment. 7. Formulate a unified management system. 8. Establish a guest room quality inspection system.

(4) 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. 1 1. Establish the service standard of "VIP" rooms. 12. Develop cleaning procedures for guest rooms. 13. Determine the price of guest laundry room and design the corresponding table. 14. Determine the relevant service regulations of guest laundry room. 15, Operation Table of Design Department. 16. Make employee training plan before opening.

(five) the eighth week to the sixth week before the opening.

1. Review the design scheme of laundry room. 2. Contact the cleaning supplies supplier, so that it can supply all the necessities in place at least one month before the opening of the business, so as to ensure the normal "land reclamation" of the hotel. 3. Prepare a room acceptance form for room acceptance. 4. Examine and approve the wages and benefits of employees in this department. 5. Check and approve the equipment standards of all fabrics and articles. 6. Implement employee training plan before opening.

(six) the fifth week before the opening.

1. Review the cleaning and maintenance plans and procedures for marble and other special surface materials. 2. Formulate the supply procedures for guest supplies and cleaning supplies. 3. Make other floor cleaning methods and maintenance plans. 4. Establish inspection and reporting procedures for OK rooms. 5. Determine the communication channels between the Front Office and Housekeeping Department. 6. Make employee incentive plan (reward and punishment regulations). 7. Formulate the cycle and working procedures for guest room planning and sanitation (such as turning over mattresses). 8. Make cleaning and maintenance plans for all front and back offices, and define the cleaning and maintenance responsibilities of all relevant departments. 9. Establish document management procedures for housekeeping department and laundry room. 10. Continue to implement the employee training plan.

(seven) the fourth week before the opening.

1. According to the expected demand, cooperate with the financial department to establish a set of total inventory standards for fabrics, utensils and guest items. 2. Check the delivery and receiving dates of all rooms. 3. Prepare enough cleaning supplies for cleaning before opening. 4, determine the storage standard of warehouse items. 5. Ensure that all guest room items are placed on the shelves according to specifications and standards. 6. Re-check the quantity and quality of furniture and equipment with the general manager and relevant departments, and confirm and modify them. 7. Prepare detailed cargo storage and control procedures with the Chief Financial Officer to ensure the accuracy, reliability and rationality of all expenses before opening. 8. If the hotel has its own laundry room, it should get in touch with the social commercial laundry room in order to get necessary assistance when necessary. 9. Continue to implement the employee training plan.

(eight) the third week before the opening.

1. Confirm with the engineering manager whether the spare parts of the laundry equipment have arrived. 2. Formally determine the organization of housekeeping department. 3, according to the needs of the work and other specifications, work out the personnel allocation scheme. 4. Obtain the design standard specifications of guest rooms. 5. Check the guest rooms with the project director according to the list to ensure that each room meets the standards. 6. Establish the scrapping procedures for clothes and uniforms. 7. According to the tasks and requirements of sewing workers in the store, determine what kind of sewing workers are needed and establish outreach targets for emergencies. 8. Draw up the list of people who enjoy laundry discounts in the store and relevant regulations. 9. Prepare to clean the guest room for the first time.

(nine) the second week before the opening.

1, start cleaning the rooms one by one, and equip them with guest supplies. 2. Wash all fabrics before use. Sampling washing test must be carried out before comprehensive washing to determine the best washing method for various fabrics in future business. 3, according to the project delivery plan, in conjunction with the project leader acceptance one by one and supervise the relevant areas and projects. 4. Start cleaning the background area and other public areas.

Third, the trial operation before opening

The trial operation before opening is often the busiest and most prone to problems in hotels. Studying the characteristics and problems of this stage is conducive to reducing the occurrence of problems and ensuring the smooth transition of the hotel from preparation before opening to normal business. During the trial operation before opening, room managers should pay special attention to the following issues:

Positive attitude

When the hotel enters the trial operation stage, many problems will emerge. In this regard, some housing managers will show impatience and blame their subordinates too much. The correct way is to adopt a positive attitude, that is, to complain less about subordinates, encourage them more and help them find solutions to problems. In communication with other departments, we should not focus on who should be held accountable, but should study how to solve the problem.

(two) regularly check the availability of materials.

As mentioned above, the housekeeping manager should assist in purchasing and checking the availability of materials. In practice, the housekeeping department of many hotels often ignores this work, so that many items are not in place at the critical moment of opening, which affects the department's work before opening. Items that are often forgotten are: work key chains, rags, discarded sheets, marble blades, etc.

(C) focus on process control

Before the opening, the housekeeping department had a heavy cleaning job and time was tight. Although the manager emphasized the precautions in cleaning, it is not uncommon for the waiter not to understand or "take shortcuts", such as using strong acid cleaner to remove traces and using blades to remove construction waste from glass, and not paying attention to methods. Once these problems occur, it is difficult to take remedial measures. Therefore, managers can often get twice the result with half the effort by checking and correcting in time after assigning tasks.

(D) to strengthen the protection of finished products

The most serious damage to hotel carpets, wallpapers, furniture and other finished products often occurs during the period before opening, because at this stage, there are the most construction teams in the store, and everyone is catching up with the project progress. At this time, the task of housekeeping department is also the heaviest, and it is easy to ignore protection, and it is often difficult to coordinate with engineering units. Nevertheless, domestic managers can't slack off on the protection of finished products, so as not to leave permanent regrets. In order to strengthen the protection of hotel products, the housekeeping manager can take the following measures: 1. It is strongly recommended that the hotel start the guest room decoration after the air conditioning and water pipe debugging, so as to avoid damaging the wallpaper and polluting the guest room with a lot of dust due to water leakage during the air conditioning debugging. 2. Strengthen communication and coordination with decoration construction units. Supervise the management personnel of the construction unit to strengthen the management of the construction personnel. The housekeeping manager should strengthen the inspection of the floor that has not been taken over, and pay special attention to the phenomenon that the decorator uses strong acid to remove stubborn stains, because although strong acid can remove stains, the damage to sanitary ware will soon appear and is irreversible. 3, take over the floor as soon as possible, strengthen the control of the floor. Although it takes considerable energy to take over the floor in the early stage, it is very important to protect the floor. Once the floor key is taken over, the housekeeping department will be fully responsible for the protection of facilities and equipment in the guest room, and the housekeeping department needs to make specific and clear provisions on how to protect facilities and equipment. After the floor is carpeted, the housekeeping department needs to strictly control the people who enter the floor. At this time, the waiter should be arranged to be on duty on the floor, and all the people who come in and out should change into slippers prepared by the housekeeping department. The department should put some abandoned carpet heads at the exit of the floor, and put abandoned sheets in rainy and snowy weather to ensure that the carpet is not polluted. 4. Start carpet tracking. Emphasizing maintenance as soon as the carpet is laid can not only keep the carpet clean, but also help to cultivate employees' awareness of protecting the hotel's finished products from the beginning, which has a very positive impact on the future room work.

(5) Strengthen key management.

Before and during the opening of the business, the work of the department is particularly complicated, and the room manager easily ignores the management of keys. The use of universal keys is confusing, and the loss of keys is a frequent problem. This may have very serious consequences. Housekeeping department should first number all keys and equip them with key chains; Secondly, a strict system has been established for the collection of keys. For example, you must sign your name, and you are not allowed to lend the key to others at will, and you are not allowed to leave your body (use the master key as the key to get electricity).

(six) to determine the specifications of the goods.

The work of determining the specifications of goods placement should be carried out as early as the model room, but many housing managers ignore this work, so that they don't think of the training of goods placement specifications and specifications until the room is to be decorated, which is precisely the busiest time for the department. It is difficult to carry out effective training, resulting in irregular room layout and constant rework of waiters. The correct way is to include this work in the work plan before opening. After the model room is confirmed, we will begin to design the layout of items in the room, determine the layout specifications of various types of rooms, and take photos to train employees. Experienced administrative housekeepers will also standardize the layout of floor workshops and work cars, which can often achieve good results. Check the quality of the guest room.

(7) The acceptance of room quality is often the responsibility of the engineering department and housekeeping department.

As the user department, the acceptance of housekeeping department is very important to ensure the quality of rooms. Before the acceptance, the housekeeping department should design the room acceptance list according to the actual situation of the hotel, and list the items that need to be accepted one by one to ensure that no items are omitted during the acceptance. Housekeeping department should ask the inspected unit to sign the acceptance form and keep a copy to avoid the phenomenon of wrangling in the future. The experienced housekeeping manager will list all the problems according to the room number and the category of the problems after the room acceptance, so as to facilitate the arrangement of the rework of the construction unit and the department's grasp of the situation of each room. Housekeeping department should also revise the above records every day according to the changes of the situation to keep the latest records.

(eight) pay attention to the shift of focus, so that the department work gradually transition to normal operation.

During the opening period, the work of the department is complicated, but the department manager should keep a clear head and gradually guide all the work on the normal track. In the meantime, the floor manager should pay special attention to the following issues: 1. The code requires employees to be polite to guests, which is required by gfd. Because the floor has not yet received guests, the dust is heavy when cleaning the infrastructure, and the uniforms are not in place. At this time, the domestic workers may not have strict requirements on the manners, manners and appearance of employees, but with the approach of opening, they should start to pay attention to these problems, especially reminding employees to speak softly, move lightly and walk lightly. Cultivating employees' good habits is the key to do a good job in guest rooms. The cultivation of employees' habits during the opening period has a great influence on future work. 2. Establish a formal communication system. Departments should start to establish internal meeting system and succession system, and start to use forms; So that the communication between departments and within departments is gradually on the right track. 3, pay attention to the background cleaning, equipment and furniture maintenance. Various cleaning and maintenance plans should be implemented gradually, instead of waiting for the problem to become serious.

(9) Pay attention to the use of vacuum cleaner.

There will be a lot of rubbish during the training of infrastructure cleaning and sanitation. Many employees either don't understand the precautions in using vacuum cleaners, or use vacuum cleaners to absorb large garbage and sharp objects, and some even absorb garbage, thus damaging vacuum cleaners to varying degrees. In addition, the daily dust collection during the opening period is much larger than usual, so it is necessary to clean the garbage in the dust collection bag in time, otherwise it will affect the dust collection effect and even damage the motor. Therefore, the room manager should pay attention to the training of employees in using vacuum cleaners and conduct on-site supervision.

(ten) to ensure the provision of sufficient qualified rooms.

Most hotels in China are always in a hurry to open, and most of the robbed rooms have some problems. The common problem is that the required room number is discharged from the front office, but the executive housekeeper finds that some problems can't be solved for a while, and the time is not allowed to change rooms, which affects the room quality and guest satisfaction. The experienced housekeeping manager will actively keep close contact with the front office manager and prepare the required rooms according to the requirements of the front office and the current situation of hotel rooms.

(eleven) in the use of computers at the same time, the preparation of artificial emergency table.

Before the opening of many hotels, due to various reasons, it is impossible to provide timely and effective training for departments using computers, which further affects the normal operation of hotels. Therefore, it is necessary for the housekeeping department to prepare a manual emergency form.

(twelve) to strengthen safety awareness training, to prevent all kinds of accidents.

Housing management personnel should pay special attention to fire hazards, and report in time when they find that the construction unit uses open flames on the floor. In addition, it is necessary to enhance the awareness of anti-theft and avoid the situation that the service personnel are too enthusiastic and just open the door for others.

(thirteen) to strengthen the training of equipment room facilities.

A common problem in many hotels at the beginning of opening is that the waiters don't fully understand the use of guest room facilities and equipment, and they can't give correct guidance and help to the guests, which brings some inconvenience to the guests, such as the use of indoor surfing bathtubs and multifunctional toilets.