Traditional Culture Encyclopedia - Hotel franchise - How to write the hotel hygiene management system?
How to write the hotel hygiene management system?
First, the hotel business unit must be examined by the local health supervision department before opening, and the unit that has obtained the "Health Permit" shall apply to the health supervision department for review once a year. New construction, expansion, renovation or change of business projects, should re-apply for the "health permit".
Second, employees who directly serve customers should have a health examination once a year, and hold the "Health"
Kang Zheng is engaged in his own work. Persons suffering from dysentery, typhoid fever, viral hepatitis, active tuberculosis, purulent or exudative skin diseases and other diseases that hinder public health shall not engage in direct customer service before they are cured.
Three, employees should master the health knowledge required for the job, should always maintain personal hygiene, dress neatly, work clothes Ying Qin wash frequently change.
Keep the place clean and tidy, and often open the window for ventilation. Please do not place, hang or dry clothes. Employees' daily necessities should not be mixed with customers' products. The workshop layout should be reasonable and tidy, and each floor of the guest room should be equipped with a special disinfection room and a cleaning cabinet for customer supplies. The dishcloth used must be clean and hygienic, specially used for cloth, and disinfected regularly according to the original shape. The filter screen or fan of window sill air conditioner is clean and free of dust.
5. Bedding should be changed for one guest, for long-term guests every Monday, and hotels with rooms and no bathrooms; Each bed is equipped with washbasin, footbath, bedding, tea sets marked with different signs or easy to distinguish, sanitary ware is disinfected for one guest, and cleaning measures are taken.
Six, take measures to disinfect harmful insects such as flies, rats and cockroaches and their breeding conditions, and completely eliminate mosquitoes, flies, cockroaches and rats indoors.
Seven, conscientiously implement the "legal infectious disease report" and "public health accident report" system.
Guest room operating procedure
First: preparation work
Tidy up the work car, and check whether all cleaning appliances and accessories are complete, in good condition and in neat order.
Second: cleaning sequence
1. Check the room condition and clean it in the following order: rooms marked with "room repair", rooms verbally requested by guests, rooms; Ordinary rooms; Long private rooms are cleaned regularly; Vacancy
2. Be careful not to enter the room with the "Do Not Disturb" sign. If this sign still hangs in the room after 14: 00 pm, please report to the supervisor.
Third: the room is clean.
1, enter the room
The procedure for entering the room is as follows: when the "Do not disturb" light is not on or the "Do not disturb" sign is not hung, gently knock on the door with the second joint of your index finger for three times, and report the name of the department or job post (housekeeping or waiter) after knocking for five seconds. If there is no response, knock on the door for the third time. The operation specification is the same as above. If there is still no response, open the door gently and give the name of the department or job when you open the door. If the guest is still sleeping. If the guest is in the room, apologize first, then explain the intention of opening the door, and then enter the room after getting the guest's permission.
2. Room layout
1) Park the work car by the door.
2) Turn on the main power switch of the guest room and check whether all lighting equipment works normally.
3) Open the curtains, open the window for ventilation or turn up the air conditioner.
4) If you go to the guest room, check whether there are any items left on the bed in the wardrobe, drawers and bathroom.
5) Empty the trash can, clean the ashtray, and be careful not to put out cigarette butts or pour them into the bucket.
6) make the bed
Take off the bedspread, fold the bedspread and put it on the chair or luggage locker, not on the ground.
Take the blanket away, pull it out and put it on the chair or on the hand bed outside.
Put away the used sheets and pillowcases one by one and shake them a few times to make sure there are no clothes.
Take out the used linen and put in a corresponding amount of clean linen. No linen is allowed.
You can't make rags on the ground.
Align the mattress and turn it over on time.
Shake off the first sheet (mat sheet), throw it in the center of the bed, and wrap the head of the sheet in a clip.
Sew, the sheets on both sides are stuck in the gap, and the corners should be hidden.
Unfold the second paper (cover), and pay attention to that the reverse side is aligned with the center line (opposite to the pad paper).
Qi, the length of the upper end is the same as that of the bed.
Spread a blanket with the center line aligned, with the upper end about 35 cm away from the bed, and put the second sheet into the bed.
The back of the blanket is rolled up to wrap the head of the blanket, and the tail of the blanket and the sheets are stuffed into the gap. Wrap the corner of the envelope with a square.
Wrap the two corners of the bed.
Put the pillow core on the pillowcase and put it in the designated position.
Spread the bedspread, aim at the center line, with the tail of the bedspread 5cm off the ground and the head of the bedspread covering the pillow.
The rest is evenly stuffed into the upper and lower cracks.
Push the bed back.
7) Dust removal
The principle is to do it from top to bottom, from inside to outside and in the circumferential direction. When wiping dust, all kinds of equipment should be checked at the same time, and all kinds of accessories should be added. For electrical equipment, the power supply should be turned off before wiping dust, and wet cloth is not allowed.
8) The toilet is clean.
Rinse the bucket with water and pour in a proper amount of detergent.
Remove the ashtray and trash can, tie up the dirty garbage bag and put it in a big garbage bag, then put on a new set and scrub the ashtray clean.
Take away the used bath towels, towels, square towels and floor towels, and take away the discarded items in the bathroom. Be careful not to use the guest's items.
Scrubbing washbasins, bathtubs and buckets. First, thoroughly scrub with detergent and special detergent from the inside out, and then wipe and polish with special cloth. Use a bathtub brush when scrubbing the bathtub; When scrubbing the washbasin and bath table, when cleaning the gong barrel with scouring pad, first lift the lid and seat ring of the gong barrel, then brush the inside and outside of the gong barrel with a brush, and then dry it with a dry cloth. The seal with the word "sterilized" is placed on the cover of the gong bucket seat, and both ends of the paper money are pressed by the cover and seat ring of the gong bucket.
Dry the mirror with a semi-wet cleaning cloth and polish it with a dry cloth. If the stain is serious, you can spray a proper amount of glass cleaner to clean it.
Wash the walls and floors with clean water, and wipe the unclean places with appropriate detergent.
Equipped with four towels to supplement daily necessities.
Wipe everything, exit the bathroom and close the door.
Fourth, night service (turndown service)
1) Open the door and enter the room according to the prescribed procedures.
2) Turn on the lights to see if they are all on, adjust the air conditioner to the designated scale, and remove the tableware in the room.
3) Gently close the curtains.
4) Open the bed-pull down the bedspread from the bedside and fold it up.
-Cover the bed in the designated place (closet/drawer or designated corner).
-Open the corner of the bed and fold the sheets and blankets together into a triangle.
-pat the pillow loose and straighten it. If you have pajamas, fold them and put them on the bed.
-Put a good night card on the bedside or pillow as required.
5) Take out the garbage and clean the ashtray and desktop.
6) Fill with ice water as required, put in newspapers or put a bathrobe provided by the hotel at the end of the bed.
7) Clean the toilet (mainly flushing the toilet, scrubbing the washbasin and bathtub, and changing cups).
8) Take away the used towels and replace them with clean towels. If you add an extra bed, you have to close the door.
9) check the bathroom and room, except the bedside lamp, turn off the lights and close the door.
Note: when opening the night bed, if one person lives in a single room, then one person lives in a double room next to the bedside table with a telephone, then generally open the bedside table of the bed near the bathroom. If two people live in a big bed room, then both sides are open; If they live in a double room, they will each drive on one side of the bedside table.
Disinfection operation procedure
1. Add 8- 10 liter of water to the pool in the disinfection room, and pour in a pack of "Youjie Detergent". Particularly serious articles should be used at the ratio of 1: 50.
2. Put the cup to be disinfected into the disinfection pool for disinfection, generally soaking for 10~20 minutes, and soaking for 30~60 minutes in severe cases.
3. Wash the stained cup and put it into the disinfection pool for disinfection, then rinse it with clear water.
4. Put the washed cups into the disinfection cabinet for high-temperature disinfection, and pay attention to putting them in order.
5. After high-temperature disinfection, the cup is moved into the cleaning cabinet for guests to use.
6, record the disinfection time, variety number, disinfection signature.
Procedures and standards for room inspection
The procedure of rounds is basically the same as that of tidying rooms. The content of room inspection includes four aspects:
Hygienic quality, quantity and placement of articles, equipment status and overall effect are evaluated as follows:
1. door: no fingerprints or scratches, the lock is intact, the safety indication diagram, the do not disturb sign and the breakfast sign are intact, and the anti-theft buckle, the peephole and the handle are clean and intact.
2. Wardrobe: the door is free of stains and damage, the laundry bag and list are complete, the clothes rack is in good condition, the health scale and shoe-shining service paper are placed in a standardized way, the cabinet is clean and in good condition, and the automatic switch light is normal.
3. Wall and ceiling: no cracks, water leakage or blisters, no cobwebs, stains, paint peeling or deformation.
4. Partition and footstone: clean and intact.
5. Carpet: dust-free, stain-free, and damage-free.
6. Luggage rack: clean and stain-free, with slippers, shoeshine, shoehorn and shoeshine cloth fully equipped.
7. Dressing table: table lamps, ashtrays and folders are placed in a standardized way, the table lamps are switched flexibly, the folders are fully equipped, and the TV set is in good condition. Drawers can be pushed and pulled flexibly, and hair dryers, shopping bags and sewing boxes are complete and intact.
8. refrigerator: drinks are fully equipped, without deterioration, and the refrigeration effect is good. Clean and tasteless, the temperature is set at a low level.
9. Chairs and coffee tables: clean and bright, firm without looseness or damage, and placed in the correct position.
10. Curtains: clean and undamaged, open and close freely, and hooks do not fall off.
1 1. Bed: the paving method is standardized, the bedspread is clean, there is no garbage under the bed, the mattress turns over on schedule, and the bedspread pillow.
The cover is not damaged or hairless.
12, telephone: dust-free, no trace, clear and complete number, no peculiar smell on the microphone, normal function, telephone.
The lines are neat and orderly.
13. bedside table: telephone paper, no-smoking sign and telephone book are placed correctly, clean and free from stains.
The switch is in good condition, the audio channel is set to the longest playing time, and the volume is adjusted to a lower level.
14. Mirrors and murals: the frames are dust-free, the mirrors are bright, and the positions are correct.
15. Lamps and lanterns: bulbs and lampshades are clean and dust-free, and the switch is in normal use.
16, glass window: clean and bright, window sill, window frame clean and intact, easy to open.
17, air conditioning: the filter screen is clean, working normally, and the temperature control meets the requirements.
18. Toilet: the front and back of the door are clean without stains, and the handle is clean and bright, in good condition. The walls are clean.
Good without looseness or damage, mirror clean without trace. The ground is clean, no trace, no water, no hair.
19, bathtub: clean inside and outside, bright electroplated parts, clean soap basin, bathtub plug, shower head,
Drain valves and switch faucets should be clean and intact, without dripping water, joints should be clean and stain-free, and shower curtains should be dry.
Clean, shower curtain button is complete, clothesline can be used freely, and the water pressure of hot and cold water is normal.
20, washbasin and dresser: clean, bright electroplating, normal use of water valves, no hair,
These lamps are in good condition.
2 1, toilet: clean inside and outside, in good condition, without damage, flush smoothly and open and close freely.
22. Exhaust fan: clean, normal operation and low noise.
visitor registration system
First, the waiter should know something about the guests on this floor. If there are gaps or unclear places in the guest information such as the accommodation list, he should inquire, reissue and report in time.
2. Don't provide visitors with the check-in time, room number, name and address of any guest.
If in doubt, please contact the front desk.
Three, visitors should ask the guest's name, room number, and tell the guest in time, with the consent of the rear can handle the visit registration, when the guest is not in the room, visitors shall not use any excuse to ask for a room.
Four, visitors must produce valid documents when registering, fill in item by item. After registering, they should check carefully to make sure there are no mistakes.
Visitors who have not left before 5.23: 00 should patiently explain the reminder to avoid conflicts with the guests, and do not listen to the persuader to record the handover in detail and report to the assistant manager on duty in the lobby.
Visitors are strictly forbidden to enter the guest room after 6.23: 00. Visitors who want to stay overnight should register at the reception desk before they can check in.
Seven, for the opposite sex guests can't give room change or jump room at will, found that the guest room change without permission should immediately report to the assistant manager on duty.
Eight, the waiter should always observe the floor, found suspicious report immediately.
Nine, tourists leave the store, pay attention to the items carried by tourists, find suspicious, immediately query and report.
Ten, for staying out, as far as possible to find out the reason, and fill in the guest stay out single, sent to the office.
Matters needing attention in service gfd honorific manners
1. Dress for posts, uniform should be neat and straight, wear work number plate, black work shoes and flesh-colored socks.
2. No long nails, no nail polish, light makeup for female employees, attention to make-up at any time, no heavy makeup and no shawl for hair; Male employees are not allowed to wear rings on their hair, sideburns and beards.
3, standing, walking, posture should be correct, don't rely on other things when serving, don't akimbo, hold your chest, yawn, stretch, dig your nose, dig your ears, pick your teeth, walk with your hands vertical, swing naturally, see the guests nod, don't get in the way with the guests.
4. Use honorifics when meeting guests and colleagues. Employees should use service honorifics such as "Hello", "Thank you", "Welcome", "You're welcome", "Have a nice trip", "Sorry" and "Welcome to visit again" according to the actual situation, and don't swear.
5. Answer the phone or handle affairs at the post. In case of a guest, you should nod first, ask the guest to wait a moment, and then greet the guest. You shouldn't neglect or neglect the guests.
6. On-the-job service should use "Hello" when answering the phone, and report to the service post. It is forbidden to use nonstandard language such as "Hello".
7. Serve the guests positively and enthusiastically with a smile. When you meet a difficult guest, you should defend yourself politely. No swearing or saying that the guests are not behind you.
8, delivery items should be presented with both hands, should speak softly, light walking, light walking.
9. The service shall be provided in strict accordance with the stipulated time, without delay or violation of the agreement, quickly and accurately.
10, take care of the guest's luggage, handle it with care when serving, and don't flip the guest's belongings at will.
Guest room first aid
A, fire treatment:
When there is a fire in the guest room on the floor, or other areas of the hotel send out fire alarm signals and evacuation signals, the housekeeping staff must keep calm and take effective measures quickly according to the fire fighting and evacuation rules formulated by the hotel and the housekeeping department to ensure the safety of the guests' lives and property, and minimize the losses.
1, a fire broke out in the guest room area.
(1), once a fire is found, use the nearest alarm device immediately, such as breaking the manual alarm glass immediately and giving an alarm.
(2) Call the alarm number designated by the hotel, notify the switchboard, and report the specific fire parts and burning substances to the security department and the senior manager of the hotel.
(3) Quickly use nearby fire extinguishing equipment suitable for fire, such as fire extinguishers, water guns, fire blankets, etc. To control the fire or put it out.
(4), pay attention to protect the personal and property safety of the guests.
If you find smoke coming out of the guest room door, you should touch the second door first. If it is very hot, you must never open this door.
[6], if the fire is out of control, should immediately leave the fire. When leaving, you should close the doors and windows along the road, then keep a safe distance, wait for the arrival of firefighters and provide them with necessary information.
2. Fire alarm signal
(1), when the guest room staff hears the fire signal, they should immediately check whether they are in the area.
(2) The computer room staff without special tasks should work as usual, keep calm and alert, and stand by at any time.
(3), in addition to the designated personnel, any personnel under any circumstances are not allowed to contact the host room, all telephone lines unimpeded, only used to issue emergency instructions.
(4) The head of housekeeping department stays in the office for standby and only arrives at the scene when there is a fire in the guest room area.
3. Evacuation signal:
(1) The evacuation signal indicates that there is a fire somewhere in the hotel. Guests and all hotel employees are required to leave the room immediately and queue up at the meeting place to call the roll. This signal can only be sent by the fire commander of the fire department.
2, quickly open the fire escape, safety ladder, and organize personnel to gradually evacuate the guests.
(3), the room staff should knock on the door and open the door, to help guests leave the room through the emergency exit, pay special attention to disabled guests, guests should close the door immediately after leaving the room.
(4) Stairs and intersections on each floor should be guarded by specially-assigned personnel, so as to guide the way for the guests and avoid a large number of guests flocking to an exit, resulting in crush injuries.
5], after the fire, should pay attention to check whether there are guests in each room.
[6] The head of housekeeping department shall call the roll at the meeting place according to the records to ensure that every guest and employee is in place.
Second, the treatment of power failure accident
1. The service personnel should stay in their posts calmly, explain to the guests that this is a power outage accident, and ensure that all guests stay in their rooms calmly.
2. Use emergency lights to illuminate public places and help guests stranded in corridors and elevators move to safe places.
3. Pay attention to safety during the power outage, and strengthen the patrol of the guest room corridor to prevent someone from stealing.
Three, the guest death treatment:
1. If a guest is found dead in the guest room, double lock the guest room immediately, notify the security personnel to be present, and protect the scene. The Security Section will report the case to the public security department, and the police professionals will conduct an investigation and autopsy to determine the cause of death.
2, immediately report to the assistant manager of the lobby and the department office, be careful not to touch and move your body casually.
3. If the guest dies of natural causes, the hotel will send solatium to the family of the deceased with the certificate issued by the public security department and handle the aftermath. If the police judge that the guest died miserably, they should cooperate with the police to investigate the cause of death in depth.
4. Under the condition that there are appropriate witnesses at the scene, sort out the relics of the deceased in the guest room, keep them properly and wait for the public security department to handle them.
Four, the guest disease treatment:
1, guest injury.
(1), find out the reason. If the guest is injured due to a natural accident, the waiter should carefully find out the cause of the injury.
2. Report. According to the actual situation, report to the superior leaders in time and wait for the opinions of the leaders.
(3), processing. Ask the guest whether to invite the reception unit or go to the hospital for treatment immediately.
4. Key services. If the guests are recuperating in the hotel, we should strengthen the service and try our best to meet the requirements of the guests.
⑤ Relevant leaders should visit guests.
2. Sudden illness.
(1), the guest suffers from sudden illness, and no hotel staff can give any treatment to the guest without the presence of medical staff.
(2) If the guest has relatives, friends, etc. Contact in time so that patients can get early treatment.
(3) When a guest lives alone in a hotel, he should take the initiative to ask for instructions in time and handle it.
(4) If the guest asks the waiter to buy medicine, the waiter should politely refuse.
(5), found that the guest food poisoning, immediately report to the infirmary, assistant manager of the lobby and department office, and quickly take treatment measures.
3. Infectious diseases:
(1), found that the guest suffering from infectious diseases, immediately report to the assistant manager in the lobby and the department office, and take effective preventive measures.
(2), keep calm, don't make public. All kinds of articles and appliances used by patients should be strictly disinfected according to classification, and rooms and bathrooms should be strictly disinfected after guests leave the store.
(3) All service personnel and management personnel who have come into contact with patients on this floor should have a physical examination within a certain period of time to prevent the spread of infectious diseases.
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