As a hotel waiter, what do waiters do?

Responsibility 1: The job responsibilities of the hotel waiter.

1. Do a good job in sanitation within the jurisdiction, and ensure that items are clean and tidy.

2. Replenish all kinds of articles needed by the guests in time, and do a good job of room reception.

3. Be responsible for checking the operation of equipment and facilities in the area, reporting maintenance items in time, and reporting and handling any abnormality in time.

4. Be responsible for the air conditioning and exhaust, the opening of various electrical equipment and the adjustment of lighting in the area to ensure the business premises, required standards and business atmosphere.

5. Be responsible for counting, taking, delivering, reporting the loss, and making compensation for linen and other guest items, and do a good job of disinfection to ensure the safety of guests.

6. Be familiar with the location of business premises, the distribution and use of guest rooms, keep in mind the service items and prices, and actively promote sales.

7. Provide guests with food, drinks, ordering food, wake-up service, etc., memorize the characteristics of guests, and be responsible for the custody and storage of guests' belongings.

8. Take good care of the company's property, spare no effort to save, and complete all matters assigned by superiors with good quality and quantity.

9. Keep in mind the layout of passages and fire-fighting facilities in the area, have the knowledge and ability to use them correctly, strengthen the awareness of fire prevention and theft prevention, and make handover records carefully.

10. Listen carefully to the guest's opinions and feedback the guest's information and opinions to the superior in time.

1 1. Take an active part in training, constantly improve service skills, always keep the appearance clean and tidy, correctly use service honorifics, constantly shape yourself and establish the image of the hotel.

12. Check the appearance before going to work, keep the instrument in a good mental state, and summarize the rectification points of the previous day. Arrange the work content of a single shift. Handover of two shifts, handover according to handover procedures, handover contents, rounds, complaints from guests in rooms, articles, facilities and public rooms, hygiene, engineering and safety issues.

13. The meal time is 30 minutes. Pay attention to dining discipline and put an end to waste.

14. Fill in the handover record after work and prepare for handover. The two shifts should be handed over according to the requirements of succession.

Responsibility 2: The job responsibilities of the hotel waiter.

1, love their jobs, love their business, and consciously abide by the rules and regulations of our store.

2, answer the phone, answer the guest consultation or request.

3, timely record housing, rounds, check-out time, water supply, maintenance, etc. , and proofread statements and rooms with the front desk.

4. Assist guests to check in. The personnel on duty should greet the guests at the stairs, guide them into the room, and introduce the facilities in the room (hot water, air conditioning, network cable, telephone, etc.). ).

Everything in the guest room should be clean and tidy. In strict accordance with the requirements of the health and epidemic prevention department (one flush, two washes, three disinfections and four cleanings), disinfect the water cups and sanitary ware in the guest room. Replenish all kinds of items needed by guests in time.

6. Responsible for sending and receiving work keys, keeping records of key recipients, and strictly implementing the system of borrowing and returning.

7, understand the guest's situation, irregular floor patrol on duty, pay attention to the door, lock, visitors, and make inspection records.

8. Keep the floor (corridor, escalator, window glass, window seam, etc. ) clean and tidy;

9, do a good job of equipment repair. The waiter first went to the scene to understand the damage, and then reported for repair. Maintenance personnel should be present when entering the guest room for maintenance.

10, do a good job in the use and daily maintenance of facilities. Correctly master the use of various electrical appliances, and switch and adjust lighting, air conditioning and other equipment according to weather conditions.

1 1. Understand equipment operation, power switch, lighting tools, carpet use, wall cleaning, etc. Every day, within the jurisdiction, if any abnormality is found, report it to maintenance in time.

12. Be responsible for the registration, storage and handing over of the items left by the guests, and shall not detain them without permission, or the offenders will be hell to pay.

13, the staff is not allowed to stay in other people's rooms at night, and the discoverer will be fined according to the listing price and transferred from his post.

14, do a good job of succession. Turnkey, room status and handover record.

15. Listen carefully to the guest's opinions and feed back the guest's information and suggestions to the room manager in time.

16. Take good care of the property of the inn, practice strict economy, and complete all assigned matters according to the quality and quantity. Work hard to learn business knowledge and constantly improve service skills and service level.

Responsibility 3: The job responsibilities of the hotel waiter.

1. Room cleaning (check-out, update, undisturbed rooms, vacant rooms)

1, after the morning shift, find out the room distribution on that day. The leader or manager arranges the cleaning task for the day, and prepares the cleaning car, corresponding linen (quilt cover, bed sheet, pillow bag, bath towel, face towel ……) and consumables (water cup, toothbrush/cream, soap, toilet paper, tea bag, sewing kit, slippers, shoe cloth …).

2. Clean the room in order: update the room-check out-do not disturb-clean the empty room:

Two, statistics on the day of the handover of housing forms and work.

1. Be good at remembering the tenant's last name or first name, but at least you can't call him by his first name. Know the number of days and guests. If you are a frequent visitor, try to master the habits and likes and dislikes of the house. Remember the housing situation on your floor.

2. Assist the front desk staff, supervise the payment of rent and register the entry and exit of tenants.

3, sick or brewing tenants, to hand over to treat all employees pay attention to their room. If there is sudden kindness, report to the superior leader.

4. When the tenant borrows additional room equipment, he should register and hand over the loan according to the company's regulations.

5. After the guest checks out, the items left in the guest room should be immediately handed over to the front desk or office to contact the owner. Shelf life of items left by guests: three months for ordinary items and one year for valuables.

6. Provide room service for renewed and new tenants on the same day: sanitation, cleaning, newspapers and other services.

7. Count the number of linen and consumables on duty that day.

Third, check-out rounds procedures:

1, get the information of the tenant's check-out, and knock on the door to enter the room: first check whether the room configuration (linen, electrical appliances) is complete or damaged, and the use of paid items. Is there any damage or serious stains on the furniture? )

2. If the room configuration is damaged or lost, tell the front desk truthfully and the front desk will charge compensation fees.

3, if due to the waiter's mistake, at the end of the furniture damage and the amount of paid use of goods to inform the front desk, then this fee shall be borne by the ward round waiter.

Four, the guest damaged items processing:

1. Keep the site and inform the supervisor to arrive at the site immediately.

2. The supervisor shall notify relevant departments according to the damage degree.

3, four professionals to determine the amount of compensation, by the main management personnel to contact the guests.

4. For some treatable damages, there is no need to compensate or compensate part of the cleaning and maintenance costs.

Keep your work area clean and tidy, and clean up the work area before and after work, and arrange it neatly.

Six, handling guest complaints

1. Apologize to the guest and consider solving the problem for the guest from the standpoint of the guest.

2, safeguard the interests of both guests and hotels, in the absence of a clear understanding of the truth, can not blindly and rashly give guests positive or negative answers.

3, timely report the guest complaints, and make complaint records.

4. If you can't handle it within your own scope, report it to the supervisor in time.

Seven, statistical linen and consumables used on duty that day.

Eight, room service matters needing attention:

1, when walking, stretch your shoulders, don't bend over, don't run in an emergency, you can go quickly.

2. According to the principle of right-hand traffic, if you meet an oncoming person while walking in the opposite direction, you should take the initiative to give way.

When the guest can't find the department he wants to go to, he should take the initiative to show him the way.

4. When cleaning, if the tenant is in the guest room, say to the tenant: Sorry to bother you.

5. When you meet a guest in the hotel corridor, stop on the right (or slow down gradually). Guests should go first and say hello or smile and nod.