Personal report of hotel room foreman

Leaders:

How time flies! It has been more than a month since I was transferred to the housekeeping department. From the security department to the housekeeping department, from the layman to the expert, I feel sad and happy. From the first 3 minutes to the present 2 minutes and 20 seconds, I can't do without the help of the leaders and my own efforts. Without the help of the leader, there would be no me now, which made me interested in the work of housekeeping department. I'm interested in the job in housekeeping. I believe I am qualified for the job of foreman.

As the head waiter of the housekeeping department, the work is divided into a visiting procedure, which consists of daily work content and handling complaints from ordinary guests.

1. Open the door to check whether the power supply is in good condition, and then check whether the door is up and down, fire diagram, anti-theft chain and mirror are in good condition according to the inside and outside of the door.

2. Clean the wall, and then check whether the items are neat.

3. Whether the mirror on the desk is bright and there is dust above the mirror, then turn on the TV to check whether it works normally, whether the channel is in the channel that should be stopped, whether the printed matter inside and outside is neat, and then check whether there is dust on the desktop and the TV wire. Check whether the chair is clean and damaged.

4. Check whether the curtains are taut, open freely, clean, vertical and even when closed, whether the windows are closed, whether the windowsill is clean and whether the glass is bright.

5. Whether the tea and matches are complete and placed correctly.

6. Check whether there are sundries under the bed and whether the bedspread is neat and beautiful.

7. Check whether the performance of the air-conditioning controller is good and whether the air-conditioning switch is clean.

8. Check the cleanliness inside and outside and at the top of bathroom door.

9. Check whether the marble countertop washbasin is clean, whether the faucet has water stains and brightness, whether the items are completely placed correctly, whether the towels are neat and complete, whether the mirror is clean and bright, and whether there is dust on the upper edge of the mirror.

10. Whether the pipes, walls and footings under the countertop are clean and whether the trash can is clean.

1 1. Check whether there are any yellow marks around the base, toilet board and inner wall of gong barrel, check whether the flushing system is in good condition, and check whether the toilet paper and sanitary bag are complete.

12. Check the cleanliness of the toilet floor to see if there is any stain or hair.

13. The problems found in the investigation, including cleaning problems and goods replenishment problems, should be promptly notified to the waiter for immediate correction. In case of engineering problems, a maintenance order should be issued immediately for timely maintenance.

14. Pay attention to whether the door can be locked when opening a room.

15. Do a good job of making rounds and record special problems.

Second, the daily work content

1, familiar with the number of rooms, room type, orientation, etc.

2. Facilities and equipment provided in guest rooms and how to use them.

3. Daily room cleaning

4. Maintenance of hotel public areas and environmental sanitation

5. Master the rules and regulations related to guest rooms.

6. linen and room management

7. Reasonable deployment of waiters

Third, the general guest complaints

1. There are three kinds of complaints: telephone complaints, written complaints and face-to-face complaints.

Methods: 1. When a guest complains, he should show sympathy from the standpoint of the guest and make a good impression first. If the specific requirements in the guest's complaint can be solved, the guest should be promised immediately and a reasonable solution should be taken.

2. If the relevant requirements put forward in the guest's complaint cannot be solved at the moment, it shall immediately coordinate the investigation with the heads of relevant departments and service personnel or report to the competent leader, and make records at the same time. If the objective facts of the complaint and the interests of both the hotel and the guests are not clear, we should make a serious investigation on the guests at home and find out the truth before putting forward the handling opinions.

3, telephone or written complaints should be recorded, so after the complaint is accepted, it is necessary to inform the guests through letters that things are being handled, especially complaints from other local units. If the guest requests to transfer the complaint, he should inform the unit where the complaint is located.

4. If the guest points out the name of the complaint clerk, he must inform the employee's department, and the manager will inform the guest of the result after finding out the objective facts and solving them by the department head.

5' The fact that the guest complains is that in the hotel, the guest should visit in person and apologize when he is not leaving the hotel, and remedial measures should be taken in case of emergency. Complaints in the hotel should be resolved before the guests leave the hotel, so as to avoid leaving the hotel with a bad impression.

6. If the guest's complaint is beyond the responsibility of the receptionist, contact the supervisor of the relevant department immediately. If the guest has filed a lawsuit for a short time, leave, tell the leader in writing that the guest has complained, and make records.

The above is my summary after I transferred to the housekeeping department for more than a month. I believe I can be a head waiter in housekeeping. Please give me a chance to express my modernity. Good will lead me to manage advanced floors!