How to effectively manage the sanitary quality of guest rooms

1. Strengthen employees' awareness of health and quality.

In order to improve the sanitary quality of guest rooms, first of all, the service personnel involved in cleaning are required to have good sanitary awareness. Therefore, pre-job and on-the-job training must be done well, so that employees can establish a sense of post responsibility of hygiene first, standardized operation and self-inspection. At the same time, room managers and service personnel are required to pay attention to personal hygiene, starting from themselves, that is, to enhance their image and strengthen hygiene awareness and hygiene habits. Secondly, constantly improve the understanding of guest room staff on the hygiene standards of foreign-related star-rated hotels, strictly distinguish them from their own daily hygiene standards, and integrate them with international hygiene standards. Don't treat the normal hygiene requirements of some international tourists as "cleanliness addiction".

2. Formulate the quality control standards for cleanliness and hygiene.

(1) operation standard

(2) Quality standards

(3) Limit standards

Some service regulations and operating procedures are the basis for ensuring room cleanliness, and also the basis for assessing and supervising the work of room cleaners. The rules and procedures of room cleaning in different hotels will be slightly different, but they all conform to the principle of "convenient for guests, convenient for operation and convenient for management" and serve to improve quality.

3. Strict step-by-step inspection system

The system of step-by-step inspection of guest rooms mainly refers to the system of step-by-step inspection of the cleanliness and hygiene quality of guest rooms, including self-inspection by waiters, comprehensive inspection by foreman and spot check by managers. This is an effective way to ensure the cleanliness of the guest room.

(1) Attendant self-check.

Every time the waiter finishes cleaning up a room, he should check the cleanliness of the room, the placement of goods and the completeness of equipment. This should be stipulated in the attendant's room cleaning procedure. Through self-examination, the staff's sense of responsibility and service quality can be strengthened, thus improving the qualified rate of rooms and reducing the workload of foreman's rounds.

(2) the foreman comprehensive inspection

After the waiter tidies up the room and completes the self-inspection, the floor foreman will conduct a comprehensive inspection of each room in the area under his responsibility to ensure the quality is qualified. The head waiter's rounds are the first and often the last level after the waiter's self-examination, which is the key to the quality control of room cleanliness. Because the foreman is in charge of OK.

Room report, according to which the front desk can rent the room to the guests. Therefore, the foreman has a great responsibility and must be held by employees with strong sense of responsibility and skilled business. In general, the floor foreman should be fully responsible for the inspection and coordination of the floor rooms, so as to strengthen the foreman's supervision function and prevent the inspection from becoming a mere formality. Usually, the number of rooms that the foreman checks every day is 100℅, that is, he investigates all the rooms in his charge and fills in the "Daily Checklist of Floor Rooms". However, some hotel foreman is responsible for a large work area and a large workload, and at least 90% of the rooms should be checked every day. Generally, he can spot-check the rooms where guests live or the rooms where excellent employees are responsible. The foreman should record and solve problems in time if he finds them in the rounds. For unqualified items, a rework order should be issued to let the waiter rework until the quality standard is reached. For unskilled waiters, the foreman should give help and guidance when making rounds. This kind of inspection is actually a kind of job training.

(3) management personnel spot check

Manager's spot check mainly refers to the spot check of supervisors and managers. In a hotel with a supervisor position, the guest room is the main commander of the guest room cleaning task, and strengthening the supervision and inspection of the service site is one of its main responsibilities. The number of rooms inspected by the supervisor is generally more than that inspected by the foreman 10℅. The focus of the supervisor's inspection is on each VIP.

Room, check the dragon's house, ok?

Rooms, guest rooms and planned cleaning rooms. Also check the maintenance room to put it into use as soon as possible. The supervisor's rounds are also a kind of supervision and assessment for the foreman. Housekeeping manager should spend a certain amount of time to visit the floor every day to check the cleanliness and hygiene quality of the room, especially the VIP room. Be able to grasp the work situation of employees, understand the opinions of guests and continuously improve management methods through inspections and spot checks. At the same time, the housekeeping manager also regularly cooperates with other relevant department managers to check the facilities of the guest room to ensure the normal operation of the housekeeping department.

In addition, the general manager of the hotel should personally inspect the guest room regularly or irregularly, or send the manager on duty to make spot checks on his behalf to control the service quality of the guest room.

(4) Establish a "guest opinion form"

The sanitary quality of guest rooms ultimately depends on the satisfaction of guests. Therefore, to do a good job in guest room cleaning and hygiene management, we should give full play to the supervisory role of guests, attach importance to their opinions and reflections, and make targeted improvements. This is a better way to establish a guest opinion form. The design of the opinion form should be simple and easy to fill in, and the form should be easy to place and conspicuous. Now many hotels design it as (a secret letter to the general manager), which contains sincere and warm welcome, advice and the general manager's blessing words. Attach a simple and more specific guest opinion. The guests seem to be communicating with friends and expressing their valuable opinions easily and naturally.