Hotel room management knowledge

As the main place to entertain guests, room management is also very important. Below, I will share with you the knowledge of hotel room management. Come and find out!

Attendance system of housekeeping department

First, employees must strictly abide by the commuting time, and must not be late or leave early.

2. Attend the regular meeting of each post on time (8: 00 am in the guest room every Monday to Friday) and (3: 00 pm at the front desk every Monday and Thursday). Those who do not attend the regular meeting will be treated as absenteeism.

Three, each person has a day off every week. In case of important reception tasks, they will take a break and make up after the meeting. Annual leave is stipulated by the center.

4. Employees who take sick leave must submit the hospital diagnosis certificate and leave form in advance. If you can't ask for leave in advance under special circumstances, you should inform the foreman in time, and the foreman will ask the manager for instructions.

Employees who ask for personal leave must report to the foreman three days to one week in advance. In case of personnel shortage or important tasks, approval may not be granted. Leave after the event will be treated as absenteeism.

Six, in strict accordance with the provisions of the shift to work, if there is an emergency shift, in the case of not affecting the normal work, apply to the foreman one day in advance, shift work without permission is regarded as absenteeism.

Seven, to cheat sick leave, once found, depending on the circumstances to give absenteeism or dismissal.

Is room service good? Four modernizations? ask

(1) Standardization of service facilities

Service facilities are the material basis for guest rooms to provide quality services. As the saying goes? A clever woman can't cook without rice? Without standardized service facilities, providing quality services is empty talk. Standardized service facilities mainly include four aspects:

1, the facilities must be complete. Guest room facilities must be fully equipped. From the requirements of standardization of service facilities, the main facilities and equipment are: beds, bedside tables, desks, sofa chairs, small round tables, sofas, carpets, air conditioners, wall lamps, desk lamps, floor lamps, stereos, wall cabinets, televisions, etc.

2. The quality of facilities must be excellent. The above facilities and equipment in the guest room are basically the same in quantity; However, in terms of quality, there are great differences due to different grades and specifications of rooms. The specific requirements for excellent equipment quality are: beautiful appearance, excellent texture, uniform matching of styles, styles and colors, and attention to the consistency of the same service facilities in all grades and rooms to reflect the grade specifications of rooms.

(2) Standardization of service articles

Room service supplies are directly consumed by guests and are also the material basis for providing quality services. If the service supplies are not fully equipped and of poor quality, it is impossible to provide standardized and high-quality services. The specific requirements for the standardization of room service supplies are:

1, the disposable consumer goods must be equipped according to the specifications to ensure the needs. Disposable consumables used in guest rooms need to be replenished every day. These items should be equipped according to the room/daily consumption quota to ensure good quality.

2. Repetitive consumables for guests must meet the equipment standards and be updated in time. Sheets, pillowcases, towels, bath towels and other cotton fabrics, ashtrays, teacups, glasses, etc. In the guest room, it should be equipped according to the grade specifications of the guest room.

(3) Excellent service attitude

Service attitude is the concentrated expression of service personnel's ideological consciousness, service consciousness and professional quality, and it is the basic requirement of standardizing service. The key to improving the attitude of room service is initiative, enthusiasm, thoughtfulness and patience. Specifically:

1, active. The initiative is to serve the guests first, and then speak for them, which is a concentrated expression of the strong service consciousness of the room attendants. Its specific requirements: take the initiative to say hello and help with luggage; Take the initiative to greet guests, and the language is kind; Proactively introduce service items; Take the initiative to lead the way and open the door for important guests; Take the initiative to call the elevator to see the guests off. Take the initiative to lead new guests to other entertainment areas; Take the initiative to take care of the elderly, sick and disabled guests; Take the initiative to solicit the opinions of guests and accompanying personnel.

2. enthusiasm. Is in the process of room service, sincere attitude, warm and generous, with a smile. In gfd, he should be neatly dressed, full of energy, dignified in appearance, clear and accurate in language and kind and soft in tone. In behavior, we should have the spirit of helping others and helping guests solve problems, and use body language appropriately.

3. be polite. Is to be polite, educated and respect the psychology of the guests. Don't sell yourself short, forget righteousness, condescend in front of guests, and lose your personality and national dignity; He is not arrogant, and opposes the thoughts and behaviors of shopkeepers who bully customers and rob people of their clothes and hats. We should inherit and carry forward the consistent virtue of Chinese hospitality.

4. Patience. Not tired, according to the specific requirements of different types of guests to provide quality services. Don't be impatient when you are busy, don't be bored with picky guests, take care of the old, weak and sick guests, listen patiently to their opinions, and don't be complacent when they praise them.

5. Thoughtful. Is to make room service meticulous, thorough and specific. It is necessary to understand the life preferences of different guests, master the daily life rules of guests, understand the special requirements of guests, and adopt various service methods in a targeted manner to improve service quality. It requires you to finish what you started and finished.

(D) Serialization of service operation

The quality service of guest rooms is based on the rules of guests' coming, staying and leaving. From the requirements of service operation serialization, it is mainly to carry out? Greeting, inquiring, diligent, clean, quiet, alert, listening and seeing me off? Eight-character work method

Are you welcome? Polite and generous, warmly welcome guests. When guests come to the guest room, they take the initiative to say hello, which is not only a sign of courtesy and respect to the guests, but also an important condition for leaving a good first impression on the guests. Warmly welcome guests, first, generous, neatly dressed and full of energy; Second, the attitude is kind, the language is kind, and the action is accurate and appropriate; Third, we should distinguish between different objects.

Ask? Hospitality, take the initiative to say hello. In the process of staying in the hotel, the waiter should care about the guests like relatives, reflecting the sense of responsibility of the host. Take the initiative to say hello to the guests, care about their daily life, physical condition and life feelings, and take the initiative to ask the guests' requirements to meet their interests and hobbies.

Diligence? Diligence, agility and safety. Diligence is an important embodiment of a waiter's professionalism and sense of responsibility. Be diligent and practical, diligent with your hands, diligent with your eyes, diligent with your mouth and diligent with your legs. Hand clothing is to complete the task in time and accurately; Eye care is to observe the customer's demand response and provide random services for the guests; Mouth-to-mouth means greeting guests and asking about their needs. Never bow your head when you meet a guest without saying a word. Legging is to be agile, not afraid of trouble, and improve service efficiency.

Jay? Keep clean, strict hygiene. In the process of room service, cleanliness is one of the basic requirements of guests. Rooms, bathrooms, reception rooms, and study rooms should be disinfected strictly every time after finishing, so as to eliminate the traces of consumption and ensure the cleanliness, beauty and comfort of all kinds of equipment, appliances and daily necessities.

Quiet? Slow and steady, keep quiet. A guest room is a place for guests to rest or work. Keeping quiet is also the basic requirement of quality service. Service personnel should tap, speak and walk lightly when preparing supplies and cleaning. During worship, you are not allowed to talk loudly, make noise or sing. Keep the quiet atmosphere in rooms and corridors at all times to reflect the civilized degree of room service.

Spirit? Flexible and adaptable. In the process of service, we must have strong adaptability. We must adopt flexible and diverse methods according to the psychological characteristics and special hobbies of our guests. Be especially careful of guests who are slow and disabled; Talking with cheerful guests can be easy-going, and so on.

Listen to all directions, listen to all directions? . Service personnel should always observe the situation of guests, solicit their opinions, and find problems and deficiencies in the service process at any time. Once found, we must improve and make up for it in time.

Send? Say goodbye to the guests, good start, good end. The departure of guests is the end of room service and the beginning of the next round of service. In order to ensure the good effect of the decoration service, leave good memories for the guests, and at the same time, in order to win back the guests, we need to have a pleasant trip. Welcome to visit again.

Quality service methods of room service personnel

1. Preparation before guests arrive at the store

Preparation is the prelude to quality service in guest rooms. Only when the preparatory work is done can we provide targeted and high-quality services to meet the needs of guests for rest and accommodation. The contents of the preparatory work mainly include:

(1) Know the customer's situation. Our department is a VIP member area, and guests usually keep customer files. We should be familiar with the guest's name, room number, living habits, taboos, hobbies, religious beliefs, appearance characteristics and so on. , in order to provide targeted quality services in the reception service.

(2) tidy up the room. The rooms reserved by the guests should be tidied up one hour before the arrival of the guests, and kept clean, tidy, hygienic and safe. Facilities should be complete and in good condition, in line with guest room grade specifications and quota standards, to ensure the needs of guests.

(3) check the room equipment and supplies. After tidying up the room, the foreman should comprehensively, gradually and item by item check the equipment and supplies in the room, including whether the doors and windows are safe, whether the electrical switch is damaged, whether the bathroom equipment is handy, whether the items are placed in the designated position, close the curtains, lift the quilt angle and turn on the bedside lamp.

(4) Adjust indoor air and temperature. Before the guests arrive, they should adjust the air and temperature of the room according to the climate and the actual needs of different regions.

(5) The floor attendant should tidy up gfd, clothes and hairstyle and wait for the arrival of guests.

Steps for personal check-in

When the guests get off at the front of the hotel, the bellboy should take the initiative to meet them, take over the guests' luggage, guide them to the front desk to check in, and rest in the room after receiving the keys. This simple procedure, if handled well, will definitely make guests more confident in hotel services.

1. The receptionist should stop the original work, smile at the guests and ask their names politely, such as? Good morning, sir. Are you welcome? May I know your name, sir? I wish I could help you. ?

When the guest says his name, he should say:? Thank you? Sir? Then take out the reservation card on the reservation shelf and take out a check-in registration card for the guests to fill out.

3. When the guest fills in the check-in registration card, the receptionist should immediately arrange the room according to the information on the reservation card, fill in a guest handbook, indicate the guest's name, room number, departure date and room price, and then write a note with name information in triplicate.

4. After filling in the check-in registration card, guests should check whether they have missed any important items, such as departure date, ID number, nationality, payment method and signature.

5, check the guest's certificate, check whether the number is wrong.

6. If the guest checks out, he will pay by credit card. Please show me his credit card and press out a credit card form so that he can save time when he moves out.

7. When guests check in with light luggage but don't use a credit card, they should politely ask them to pay all the rent (including service fee and tax) in advance.

8. After all the formalities are completed, unfold the guest handbook in front of the guest, explain your room number, departure date and room rent to the guest, then give the handbook to the guest, then give the room key and name information to the porter behind the third guest, and then say to the guest. Sir, bellboy? I'll show you to your room. Did you have a good time? Enjoy the hotel. ?

9. The receptionist should separate the check-in registration cards, nail the reservation card behind the first check-in registration card and put it together with other first check-in registration cards for easy reference.

10. Book the reservation information on the back of the third check-in registration card, and submit it to the front office collection department together with the bill. The second registration card exists together and is reported to the public security bureau the next morning.

1 1. The first contact list is placed on the room information shelf, the second contact information is placed on the name information shelf, and the third contact information is given to the floor where the housekeeping department is located.

12. Fill in the guest's name, room number, number and departure date in the guest book of the day according to the serial number of the second check-in registration card.

Conclusion: The above is the hotel room management knowledge I shared for you. I hope it will be helpful to you!

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