How to train hotel room attendants and the training contents?

1, when you were cleaning the room, you found that there were guests' belongings in the room. What should you do? Answer; (1) When cleaning the room, if you find anything left by the guest in the room, you should immediately call the telephone reception desk and ask if the guest has checked out. If the guest does not leave, he should return it immediately. (2) After the guest leaves the store, take good care of the items and register and fill in the Legacy Claim Book (activity function, room number, item name, delivery person, temporary storage by housekeeping department, and lost property handling by security department). 2. What should you do after you clean the room? Answer: (1) After cleaning, look around the room and check whether all cleaning and finishing work meets the standards. (2) whether the room supplies are complete, whether they are put away as required, and if there are mistakes, they should be put neatly. 3) Check the safety of the door lock (4) When the guest is in the room, say goodbye to the guest and close the door gently. (5) When the guest is not in the room, he should take off the power-saving card, lock the door and make a clean record. What should I do when a guest asks about the use of room facilities? Answer: The floor attendant should first be familiar with and correct the names, performance and usage of all equipment and facilities in the room, and give appropriate demonstration instructions (such as opening the electronic door lock, using automatic electric kettle, adjusting TV channels, etc.). 4. What about non-disposable goods who finds that the guest has taken the guest room? Answer: (1) Report to the foreman, who will negotiate with the guests alone, so as not to hurt their self-esteem. (2) Kind attitude, euphemistic tone shows that this thing is not included in the room rate. If you need to buy it as a souvenir, you can buy it on your behalf if necessary. (3) When the guests confirm and return the items, they should express their gratitude. If the guest denies it, the item is of great value and can be treated as an "unwelcome guest". 5. What should I do if I find someone suspicious on the floor? A: (1) Observe the situation of visitors, and then go forward and ask, "Excuse me? Sir (miss), are you looking for someone? " Pay attention to the behavior and tone of the other party, and notify the security department in time if there is any abnormality. (2) At the same time, notify the housekeepers on all floors to observe. 6. What should the guest do if he cleans his shoes with towels or sheets and throws cigarette butts on the carpet to damage it? Answer: 1) Politely remind the guests to take good care of public property, and at the same time, the damaged items should be compensated according to the regulations. (2) Claim should be polite and polite. Important evidence, such as cigarette butts and burn marks, should be kept, which can be accepted by ordinary guests, but the tone should be euphemistic and not hurt the self-esteem of guests. (3) Pay compensation at the front desk, issue a receipt and make records. 4) Inform the maintenance department in time or repair the carpet yourself. 7. What should I do when a guest complains that the food is too cold? Answer: the food delivery service should be fast, and the food that is easy to cool should be covered with heat preservation. If guests complain that the food is too cold, they should be sent back to the restaurant kitchen for heating as appropriate and sent to the guest room in time. 8. What should I do if I ask the waiter to make an original record of commodity consumption? A: The consumption of goods includes the equipment and quantity managed by the housekeeping department, the inventory, consumption and use of guest drinks of the floor team, and the inventory consumption and use of guest supplies and cleaning service supplies. The forms used mainly include goods declaration form, equipment account, goods inventory form, various goods receiving and dispatching, goods consumption and scrapping registration form, and the administrator should ensure the quantity, variety and price of various goods and materials. Make it clear, well documented. It is conducive to the implementation of the economic responsibility system and the management and use of room supplies and equipment. 9. What should I do if the consumption of room supplies is large and there are many varieties, which are difficult to control? Answer: First of all, it should be recognized that the housekeeping department organizes reception service activities to provide quality services for guests. It reflects the level and specifications of the hotel and directly affects the operating income and economic income of the housekeeping department. Strengthening the management of materials and supplies, ensuring the needs of guests and reducing consumption is one of the important tasks of housekeeping department management. As a keeper, we should strictly abide by the procedures of receiving and delivering goods, reflect the quality of goods to the department, ensure the supply of goods at the front desk, and make all kinds of original records; So that items are not lost or wasted. 10, housekeeping materials and supplies consumption quota management. What should I do when implementing the specific regulations? Answer: (1) The consumption quota of materials and materials is implemented on every floor and team. The consumption quota is the basis of material management, and the quarterly, monthly and consumption quota of floors and teams is formed according to the change of business volume (room occupancy rate). 2) Strengthen daily management; A: The team will assign a special person to be responsible for the management of materials and supplies (usually the foreman). B: Establish original records and statistical system, and provide monthly and annual statistical tables to departments. C: The actual consumption will be announced regularly by the team, and a reward and punishment system will be implemented. D: Establish other corresponding regulations, for example, employees should take the employee passage and go to work without bags to prevent items from being lost. 1 1. What should I do if I see that my guests are inconvenient to move? A: (1) Take the initiative to stand up and be ready to help; (2) Ask the bellboy to provide help or wheelchair for the guests. 12. When you were cleaning the guest room, the guest came back. What would you do? Answer: (1) You should greet the guests warmly and ask their opinions on whether to continue cleaning. If the guest says you don't mind, you can do it as soon as possible and clean it up. 2) If the guest has something to do, you should leave quickly and say "Sorry to bother you". Wait until the guests go out. 13. While you were cleaning the guest room, the telephone rang. What would you do? Answer: (1) Because the room has been sold, the room phone rang and the waiter should not answer it. 2) The waiter answering the phone may cause unnecessary trouble. 3) Don't use the room phone to talk or chat with others. 14, many different types and rooms need cleaning. What should you do? Answer: According to the room situation, the cleaning order is: the reception desk and the rooms ordered by the guests should be cleaned. Please clean the door or VIP room. Go to the guest room Stay in the guest room. Long private room (ask guests for advice, such as whether to clean it in the morning, noon and evening). Vacancy Please don't disturb the room. 15. A "Do Not Disturb" sign is hung on the guest room door or the red light is on. What should you do? Answer: (1) There is a "Do Not Disturb" sign on the door. The waiter should be careful not to affect the guests. (2) The "Do Not Disturb" sign has not disappeared after12: 30. You can call the guests and ask them if they want to clean. (3) The guests still don't need to tidy up, so they should report to the foreman and make a record of the shift, and the room will be cleaned by the night shift attendant. 16. Teacups and cups in guest rooms should be disinfected daily. What should you do? Answer: Tea cups and glasses should be washed, washed, disinfected and washed. During disinfection, the tea set should be neatly placed in the electric disinfection cabinet, and the electricity should be turned on for 30 minutes to achieve the purpose of disinfection, and the glass should be covered with a cup cover. There should be no stains, tea stains and fingerprints on the disinfected teacups. The teacups in guest rooms are disinfected once a day, and the teacups in conference rooms are disinfected once. & gt 17. What should you do when the waiter uses and maintains the vacuum cleaner correctly? Answer: Check whether the vacuum cleaner body and suction pipe are intact before use to prevent electric shock or air leakage. When using, gently pull the handle to avoid colliding with furniture and walls, pick up scraps of paper and sharp objects on the carpet, avoid blocking the soft straw and not absorbing water, so as not to hang up. After use, dust should be removed and the machine body should be wiped clean, and two machines should be sucked into the dust suction net regularly every week. If the motor noise is abnormal, stop and parts are loose, please ask the repairman to repair it. 18, the metal is dirty, what will you do? Answer: (1) The metal utensils in the public * * * area should be cleaned regularly with a rag every day, then repeatedly wiped with a special cleaner, and then wiped with a clean cloth. (2) The metal handle of the bathroom should be wiped with a dry rag every day, leaving no stains. 19. What should I do to turn on the air conditioner correctly? Answer: (1) Before turning on the air conditioner, close the doors and windows to prevent cold (hot) air from leaking out. (2) When using cold air, the horizontal grid of the air supply outlet is better, and the vertical grid is exhausted upward as far as possible because of the large amount of cold air, which can make the cold air of the air conditioner spread evenly and supply air smoothly. (3) Clean the filter. When the air conditioner is turned off and then started, stop for at least three minutes before starting. The group guests turned on their phones one hour before they arrived, which made them feel very comfortable after entering the room. 20. What should you do when the guest checks out? Answer: When the guest leaves the room, the waiter should quickly check whether there are any items left by the guest in the room. If you find anything left behind, you should immediately notify the lobby and return it to the guests. At the same time, check the water consumption of the room, report to the cashier, and check whether the equipment in the room is in good condition and whether all kinds of items are complete (except disposable goods); Report any problems to the foreman or supervisor in time. After the inspection, the waiter in the cleaning class will clean up and arrange the sale.