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Responsibilities of Housekeeping Department and related rules and regulations

A, housekeeping administrator responsibilities

Second, the housekeeping department director responsibilities

Three. Responsibilities of the director of reception department

Fourth, the front desk attendant responsibilities

Five, housekeeping foreman responsibilities

Six, room attendant responsibilities

Seven, guest room floor attendant responsibilities

Eight, housekeeping rules and regulations

The duties of a housekeeper

Housekeeping administrators work under the leadership of the director, whose main responsibilities are:

1, according to the actual situation of the department, regularly assess and train employees, and put forward suggestions, rewards and punishments for the appointment and removal of department heads and foremen to the director.

2. Collect the guests' requirements and suggestions on the facilities and services of our hospital, improve the service, meet the guests' requirements as much as possible, and provide guests with a pleasant and comfortable rest environment.

3. Check the sanitary conditions of guest rooms and floors, supervise and guide the guest room director, team leader and employees, and work in strict accordance with the operating procedures to make the guest rooms reach the first-class cleanliness level.

4. Supervise and inspect the safety and fire prevention work to ensure the safety of guests and guest rooms.

5. Assist relevant departments to receive important guests.

Responsibilities of the Housekeeping Director

The director of housekeeping department is responsible for the management and daily work of the guest room area under the leadership of the housekeeping administrator. His main duties are:

1, responsible for the work arrangement and deployment of room attendants in each team.

2, supervise the implementation of service personnel job responsibilities, check every day, rewarding the excellent and punishing the poor.

3. Grasp the arrival and departure of guests, highlight key points, and be responsible for the room preparation before welcoming guests. Important guests should be welcomed at the stairs and brought into the room.

4. Be responsible for comprehensively checking the room facilities, safety and hygiene, service quality and room service schedule in the designated area (not less than three times a day).

5. Arrange and handle all kinds of service requirements put forward by guests to ensure quality service.

6. Responsible for the storage and use of various properties and facilities in the guest room area. On the premise of ensuring the quality of service, we will practise economy, plug loopholes, reduce costs and achieve various economic indicators.

7, regularly put forward equipment maintenance and material procurement, update plan.

8. Be responsible for the business training and assessment of room service personnel.

9. Hold ministerial meetings on a regular basis, convey instructions from superior leaders, and summarize and arrange work.

Responsibilities of the director of reception department

Work under the leadership of the administrator, be responsible for attracting investment and managing this office, and establish the image of this office. Main responsibilities:

1. Be responsible for drawing up the tourist attraction plan and determining the detailed rules for the implementation of the business plan of this department.

2. Grasp the dynamics of the tourism market and the situation of our guests, formulate various business indicators, check statements every day, grasp the arrival and departure of guests every day, check the work of cashiers, operators and receptionists, and check the work regularly.

3. Expand the vertical and horizontal contacts with superior departments, travel agencies, railways, aviation and hotel groups, and establish long-term and stable cooperative relations with customers.

4. Responsible for editing publicity materials such as "Guest Guide" and "Hotel Introduction".

5. Receive the guests visiting the Institute, introduce the general situation of the Institute, and accompany the guests to visit various facilities.

6. Take the initiative to visit relevant units, long-term customers, key customers and old customers, reflect their opinions to the heads of various departments in time, and report to the heads at the same time. Improve reception work, strengthen contact and strive for customers.

7, listen to the guest complaints, as far as possible in a timely manner to solve the problem of guest complaints. If it is related to the quality of service, you should apologize to the guests immediately. If you have any questions about dishes, drinks and commodities, please contact the relevant departments and provide guests with the opportunity to change them.

8. Seriously implement the reception of important guests. Before the guests arrive at the hotel, set up welcome cards, flowers and fruits in the guest room and check them to make sure they are correct.

The duties of the receptionist

1, establish the concept of "guests first, service first, proficient in business, adhering to principles, accurate and flexible", greet guests with a good image and decent gfd, and serve them wholeheartedly.

2, responsible for recording the wanted notice of the public security department and the requirements of the guests, and report in time. Responsible for arranging the room between the person in charge and the meeting, as well as the notice of accommodation between the person in charge and the notice of renting the meeting room.

3. Be responsible for checking the passenger flow of the day and the arrangement of conference delegates in time, adjusting the beds in time and improving the utilization rate of beds.

4. Responsible for handling the guest's accommodation list, accommodation certificate, accommodation registration form, daily business report, monthly statement, rent, expenses, ticketing settlement, etc. , neat handwriting, clear handwriting, accurate figures, and a statement every day.

5. Familiar with Xiamen's main tourist attractions, cultural and entertainment places, local customs, folk customs, local products, local snacks, facilities and equipment, guest information, arrival and departure time of ship passenger trains, name and job level of government departments, and telephone number of our bureau.

6, take the initiative to introduce the situation to the guests, have questions and answers, warm and thoughtful, modest and prudent.

7. Maintain order in the lobby, keep it clean and tidy, take good care of public goods, and pay attention to accumulating all kinds of information.

8. Abide by the law, keep secrets, don't say what you shouldn't say, don't ask what you shouldn't ask.

9. Strictly perform the accommodation procedures, be responsible for the guest accommodation registration, carefully check the documents, fill in the guest accommodation registration form, strictly fill in the accommodation voucher, adhere to the classified arrangement of accommodation, and insist on receiving accommodation fees in advance for personal accommodation. Settlement of rent, fees, ticketing and other businesses, so that the handwriting is neat, clear and accurate. The sun is clear and the moon is closed.

10, strict charging standards and procedures, carefully check the receipt, and the invalid invoice must be complete in triplicate. No one is allowed to change the charging standard without authorization. The money is settled on the same day and turned over to the finance on the same day. All money must be deposited in the safe before work, and the key to the safe must be carried with you. Entrustment is not allowed at any time.

1 1, strict handover system, no forgetting, no omission and no doing anything wrong. The wanted order of the public security department must be notified to the leader and the floor service desk in time, and reported to the hotel supervisor, paying attention to monitoring.

The duties of the room foreman

The head waiter of housekeeping department is directly responsible to the director of housekeeping department and is responsible for managing the reception services within his own scope. His main duties are:

1. Check all guest rooms on the responsible floor, and solve any problems immediately to ensure the quality of room service.

2. Fill in the duty list as required.

3. Do a good job in the daily assessment of employees.

4, master the floor room rental situation, reasonable arrangement of personnel.

5, responsible for checking and urging the implementation of the post responsibility system of each class, as well as the layout and inspection of the floor and public * * * area of health.

6, consult the opinions of long-term guests on a regular basis.

Important guests stood at the entrance to see them off.

8, master the floor goods recipients and consumption, do a good job in the management of goods.

9. Attend the foreman's regular meeting and organize the team's business study.

10, carry out the work instructions of the superior and ensure the completion.

The duties of a room attendant

The room attendant is responsible for the sorting and cleaning of the room, and its main responsibilities are:

1, check the supplies before cleaning the room every day.

2, according to the standards stipulated by the hostel, tidy up and clean your room, and replenish items in time.

3, accurately grasp the situation of the guests on this floor, and in strict accordance with the card room number to open the door for the guests, not for the guests to change rooms or check in to receive guests.

4. Use polite language, take the initiative to greet the guests, answer their questions, and receive the guests as the host.

5. Keep the guest room floor quiet and the surrounding environment clean and safe.

6. Clean the service desk every day, prepare all the supplies for the next day before work, turn off the power switch and clean up the garbage. And check whether the door is locked and whether there are other security risks. If you find suspicious people and things, you should immediately report to the housekeeping department and the security department.

7. Responsible for opening the door for employees of relevant departments (Engineering Department, Security Department, etc.). ) work. In the meantime, there must be a waiter to assist and deal with the aftermath (such as cleaning the room and closing the door).

8. Complete other tasks assigned by the foreman, supervisor and administrator, obey the arrangement of the leader, and do not have any disputes with the leader. And consciously and actively learn theoretical knowledge and master operating methods.

Responsibilities of the floor attendant in the guest room

Responsible for the daily service, reception and security of the floor, and provide comfortable service for the guests. Its main responsibilities are:

1. Ensure the cleanliness of the elevator entrance service desk, provide daily service reception on the floor, and meet the requirements of the guests as much as possible.

2. Fill in the accommodation register as required. All aspects of the guests who come to stay should be truthfully registered one by one according to the contents reflected in the accommodation registration form, and no omissions should be made, and they should be properly kept for future reference.

3. Do a good job in the registration and reception of visiting guests. For visiting guests, it is necessary to verify the unit, name and room number of the respondent, and then lead the visitors into the room with the consent of the respondent, mark them in appropriate places, and pay attention to the items carried by the visitors when they enter and leave the room. Respondents are never allowed to open the door and let visitors enter the room to get things or wait in the room.

4. Introduce our main service facilities and room service items, and handle matters entrusted by guests.

5. Take the initiative to greet guests and help with luggage; Check the room facilities after check-out and report to the front desk in time.

6, check whether the room electrical appliances, air conditioning, telephone and other facilities are in good condition, if there is any damage or failure, should promptly report to the department head and administrator.

7. Do a good job in cleaning the duty desk, public areas and backstage areas.

8, before the succession, the successor to prepare for succession, strict handover procedures and safety.

9, the personnel on duty should be conscientious, strengthen safety inspection, keep the room key, eliminate all kinds of security risks.

10, accept and guarantee to complete the work assigned by the superior.

Internal rules and regulations

In order to make each work have a set of practical management systems and standards, to be rule-based and evidence-based, to achieve the purpose of strict management, to promote efficiency through management, and to ensure the normal development of daily work, these detailed rules are formulated.

Production method

I. Global Development Forum

1. Work clothes, cloth shoes and tie should be worn during working hours. You are not allowed to buy casual clothes from the work clothes cover, and the office will inform them to change clothes uniformly when the season changes.

2. You must keep your clothes clean and tidy, and your appearance is generous. Don't leave long nails, dye your nails, and dye your hair. Keep elegant and light makeup. Don't wear heavy makeup. Your hair is clean and tidy, but don't cover your eyes behind your shoulders. Don't leave long hair. Accessories are limited to watches.

3. behave in a dignified manner. You should stand up and say hello when you meet guests and leaders. Under no circumstances should you play with guests. You shouldn't manicure, pick your teeth, scratch your nose, stretch or yawn in front of guests.

4, according to the requirements of civilized service standards, and can correctly use civilized language.

Second, the labor discipline

1, conscientiously do ten noes (don't be late, don't leave early, don't be absent from work; Don't leave without leave, don't chat on the floor; Don't read newspapers at work; Do not engage in private affairs; Will not be a guest; Don't call; Don't chat with guests in the guest room; Don't tamper with the guest's belongings; Do not watch TV, wash clothes, take a bath or rest in the guest room without permission; Do not open a room without permission to stay with relatives and friends), strictly follow the operating procedures, perform job responsibilities and handover procedures to prevent mistakes. If it happens, it must be reported to the head of the department in time to make up for it.

2. The workbench must be kept clean and orderly, and personal items, snacks and items unrelated to work shall not be placed in the service desk and drawers.

The key must be carried with you, and it is forbidden to give it to the guests. When the personnel on duty leave temporarily, they must be handed over to the deputy shift, and they are not allowed to leave them at the service desk at will.

The waiter has no right to tell or hint whether there is a vacancy on this floor, nor can he open a room to receive guests without authorization.

5. When you meet the criticism of guests or leaders, no matter right or wrong, you should treat it calmly and explain it patiently. Do not quarrel with leaders or guests, and do not emphasize personal reasons.

6. Don't take advantage of your work to seek personal gain, please don't curry favor with guests, and don't do private affairs. Guests who offer souvenirs should politely decline and report to the department head in time for handling. Tips are not allowed. If a guest insists, no matter how much, pay in full, and don't keep it for yourself.

7, much ado about nothing, sow discord, undermine the unity of workers, affect the order of life and work, dereliction of duty, violation of operating procedures, resulting in losses, will be treated according to the seriousness of the case.

8, employees are not allowed to take the passenger elevator upstairs and downstairs.

Third, the working procedure.

1, the work must be carried out according to the shift arranged by the director. If you need to transfer classes under special circumstances, you should first ask the director for instructions, and the class can be adjusted after approval. If the work is completed within normal working hours and overtime is required due to the work, the shift will be transferred or overtime will be paid after verification by the director.

2, there is a difference between inside and outside, floor on duty, give priority to with leadership or floor leadership.

Fourth, be polite.

1, smile at the guests and take the initiative to say hello. Please take the lead. You must master and use the five-tone requirements (that is, greeting, sending, thanking, answering and sorry).

2, the waiter must do three light (that is, light operation, light walking, light talking), when answering the phone, the tone should be gentle and polite, take the initiative to report to the department, the conversation should be concise, and the other party should not hang up first and then hang up.

Leave system

Strictly implement the leave system. Anyone who asks for leave must write a written explanation and submit it to the team leader for approval. It is not allowed to perform after the performance, otherwise it will be considered absenteeism.

1. Political study, business study, staff meeting, roll call and other activities notified by the guest house and housekeeping department shall be attended on time, and no leave is allowed.

2. Anyone who can't come back on time after a long vacation must call the administrator to turn to the director for approval before extending the holiday, otherwise those who are absent for more than three days will be treated as absenteeism. Resignation for more than three days shall be treated as voluntary resignation.

3. The person who asks for sick leave must hold the certificate of the medical unit and get the approval of the administrator before taking a vacation.

4. If you are injured on business, you can only take leave on business injury with the consent of the director.

sanitation system

1, daily hygiene is repeated several times a day, and guests clean once every time they go out. Clean rooms in strict accordance with the sanitary standards, and keep them clean indoors and outdoors.

2. The dormitory and the service desk should be cleaned frequently every day, so as to be neat and clean without sundries and materials (beds, bedding, etc.). ) should be placed neatly.

3, public * * * health should be completed on time, quality and quantity, do six clean.

4, environmental health according to the plan arranged by the director to clean, keep clean.

regimen

All staff must strictly abide by the prescribed rest time, floor attendants and waiters all stay where they are and are not allowed to go out. * * * Cooperate with night rounds, register the shift changes, and make night rounds not less than 6 times, and do a good job of registration.

1. When all employees' immediate family members come to visit and need accommodation, they should report to the administrator in advance. After approval, they should register for paid accommodation at the front desk as required. Do not stay in guest rooms or dormitories without permission.

2, according to the provisions of the meal time, do not take the passenger elevator to the floor, meal time to ensure that someone is on duty at the service desk.

3, the waiter is strictly prohibited to stay outside, if there are special circumstances, should ask for leave from the administrator.

Resignation system

1. Each floor has a duty diary, which is used to register the housing, vacant rooms and sanitary conditions, matters notified by the leaders, matters entrusted by the guests, etc. Registration should be detailed, earnest and timely, and the handover work should be done well.

2. Establish a passenger accommodation register. All aspects of the guests who come to stay should be truthfully registered one by one according to the contents reflected in the accommodation registration form, and no omissions should be made, and they should be properly kept for future reference.

3. Establish a room equipment damage maintenance register, and timely register room equipment damage, maintenance application and maintenance for future reference.

4. The daily consumption of materials distributed on the floor should be truthfully reflected in the registration form of "Daily Consumption Table of Materials" as the basis for the distribution quantity.

5, the establishment of floor material ledger, timely registration of material increase or decrease, check once at the end of each month. And report the increase or decrease, reasons and existing inventory to the housekeeping department.

Guest room safety accident prevention system

1, strictly abide by the duty system, pay attention to the floor, get familiar with the characteristics of guests in this building as soon as possible, and ensure safety.

2. Remind the guests to store cash valuables at the front desk in time. Lock a room when cleaning, don't open it.

3. Check the unit, name and room number of the respondent for the visiting guests, and register the visitors one-on-one. If the respondent is absent, visitors should not be allowed to wait in the room alone.

If the guests want to check their luggage, please go to the front desk. The checked baggage should be clearly marked and handed over clearly to prevent the bag from being taken by mistake.

Any guest who finds inflammable, explosive, guns, ammunition and other dangerous goods must report to the housekeeping department and the security department in time so that the public security department can take security measures.

6. The waiter should always check the guest room and take the initiative to lock the door for the guest when the guest is not in the room and after the evening break.

7. Check the monitoring in time after receiving the wanted notice, and report to the leader or the park police station immediately if suspicious personnel are found.

8. Pay attention to the signs of fire, and the personnel on duty should strengthen inspection. In case of fire, be calm, calm and don't panic, put out the fire in time and call the police (fire telephone number: 1 19).

9, when using electrical appliances should pay attention to prevent electric shock, short circuit, there are signs of danger to timely report maintenance, to prevent accidents.

10, all public goods should be properly kept, especially expensive items such as televisions and blankets, to prevent them from being lost.

1 1, in the epidemic season (such as influenza, hepatitis, pink eye, etc. ) You are not allowed to go to crowded public places. Pay attention to food hygiene, avoid infectious diseases, find signs of disease and seek medical advice in time to prevent transmission.

12, without a unified organization, swimming alone is not allowed in summer. Group swimming should pay attention to safety to prevent drowning.

Guest left-behind items processing system

1. When the guest leaves the hotel, the waiter should enter the room for inspection in time. If you find the left-behind items, you should pay the guests in time.

2. If it is not delivered to the guests in time, it should be delivered to the reception desk immediately. The reception desk should find out and write down the guest's unit, address and name, and seal the left-over items. At the same time, report to the competent leader and try to get in touch with the owner in order to return it.

3. Check the guest's name, company, legacy and quantity before returning the goods, and return the goods after confirmation.

4. If you get the news that the owner has received the left-behind items, you should report to the leader in time.

5. If the owner can't be found within 1-3 months due to special circumstances, the left-over items should be handed over to the guest house for safekeeping.

6. Reward those who have made outstanding achievements in handling legacy items as appropriate.

Floor material storage system

1, the public goods on the floor are kept by the person in charge of the building. Conduct a comprehensive inventory once a month, truthfully reflect the increase or decrease of materials in the inventory table, and report it to the housekeeping department.

When the guests leave the hotel, they should check the electrical appliances in the room in time. If any reduction or damage is found, compensation shall be made in time. If there are special circumstances, it should be recorded in time for later investigation.

3. All public goods in the hospital shall not be misappropriated or lent at will. If there is a need for work, you should report to the head of the department and go through the borrowing formalities after approval.

4. When sending, washing and recycling bedding, it shall be handed over to the laundry room in person, and the list of sending and washing shall be properly kept, and shall not be lost to ensure the accurate quantity.

5. If it is found that there is an outflow of public property, it will be punished by ten and severely expelled.

6. If the floor material is found to be reduced or damaged, the reasons shall be traced in time. Loss or damage caused by poor sense of responsibility shall be compensated at the original price.

7. When the floor materials are handed over, there must be a supervisor and a hand-over sheet, which truthfully reflects the handover situation and is signed and sealed by the supervisor and the supervisor.

8, all staff should establish the idea of ownership, enhance the sense of responsibility, take good care of all public property, * * * to do a good job of keeping the floor materials.