Quality requirements for hotel managers

Position quality requirements and responsibilities of hotel room department managers

1. Have a positive attitude

When the hotel enters the trial operation stage, many problems will be revealed. Some housekeeping managers will show impatience and blame their subordinates too much. Hotel managers should have a positive attitude, that is, complain less about their subordinates and encourage them more to help them find solutions to problems. In communicating with other departments, attention should not be focused on who is held responsible, but how the problem is solved.

2. Pay attention to the control of the work process

1. Prepare work rotation lists for foremen and waiters. For those responsible for the area, formulate monthly (weekly) work plans and monthly work evaluations for employees.

2. Check and supervise the standardization of the work of subordinate employees and keep them in good condition.

3. Randomly check the rooms that have been cleaned up to ensure the cleanliness of the rooms and the quality standards of guest service. The housekeeping department has a heavy workload and tight time schedule. It emphasizes the precautions in cleaning so that the waiters can fully understand and prevent "taking shortcuts" and conduct timely inspections after assigning tasks.

4. Regularly check the room hygiene of long-term guests, solicit opinions from long-term guests, and provide record services.

5. Keep track of guest arrivals and departures. Before guests check in, inspect all guest rooms to see if they are ready for reception as required.

6. Handle emergencies on the floor and solve guests' problems at any time.

7. Supervise the repair of equipment failures to ensure that the room is in normal condition.

3. Strengthen the protection of finished products

In order to strengthen the protection of finished products in the hotel, the following measures can be taken:

1. Strengthen communication with the decoration construction unit and coordination. The management personnel of the construction unit are urged to strengthen the management of construction workers and the inspection of floors that have not yet been taken over.

2. Strengthen floor control. The housekeeping department must make specific and clear regulations on how to protect facilities and equipment. After laying carpets on the floor, the housekeeping department needs to strictly control the people entering the floor. At this time, waiters should be arranged to be on duty on the floor, and some discarded carpet heads should be placed at the exit of the floor. When it rains, they should also put Scrap sheets to ensure carpets are not contaminated.

3. 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.

4. Strengthen the management of keys

The work of the customer department is complicated, and the waiters 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 a strict system for the collection of keys. For example, you can add the receipt and return of floor keys to the daily sign-in and check-out process. Users are not allowed to lend keys to others at will, and are not allowed to let keys leave their bodies (use universal keys as power keys). use) etc.

5. Make the department work normally

1. Require employees to be polite, polite and well-groomed according to the specific contents of the specification manual. Remind employees to speak softly, act softly, walk softly, and serve customers with a smile. Cultivating employees' good habits is the key to doing a good job in guest rooms and 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 will be gradually implemented. Strengthen training on the precautions for the use of facilities and equipment in guest rooms, and maintain close contact with the engineering department.

6. Ensure the provision of sufficient and qualified guest rooms

Proactively maintain close contact with the front office manager, and proactively prepare the required items based on the requirements of the front office and the current status of hotel rooms. guest room. Hotels generally open in a hurry, and most of the rooms that are snapped up have certain problems.

A common problem is that the front office has assigned the required room number, but during the inspection, the housekeeping management staff discovers that the requested room has some problems that cannot be solved at the moment, and it takes a long time to change rooms. It is not allowed to the extent that it affects the quality of the guest rooms and guest satisfaction. This issue is not difficult to resolve with sufficient consultation in advance.

7. Strengthen safety awareness training to prevent various accidents

The engineering department staff will organize training on electrical appliances and fire-fighting equipment for guest room managers. All managers are required to do so in their daily work. Pay attention to preventing unnecessary loss of water resources, 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. You should call the guests in advance to ask if they can receive visitors to avoid the situation where the service staff is overly enthusiastic and opens the door for others casually. Keep records of suspicious persons found and strengthen contact with the security department.