Hotel room process

First of all, the procedure of welcoming guests.

Program sequence calibration

Know the customer situation 1, and know the customer situation as detailed as possible according to the notice from the front desk; 2, to achieve "seven knowledge, three understanding": know the reception unit, number, nationality, identity, life characteristics, reception standards, health status; Understand the arrival (departure) time of guests, understand the time of cars, ships and flights, and understand the religious beliefs of guests.

Decorate the room according to the guests' religious beliefs, life characteristics, standards and specifications (check whether the room layout meets the specifications)

Floor welcome 1, welcome service: welcome guests at the elevator entrance, guide guests into the room, deliver welcome tea, introduce room facilities and service items, etc. 2. Baggage distribution: Assist the bellboy to distribute the guest's luggage (team) to all rooms.

Second, the wake-up service program

Program sequence calibration

Receive a wake-up call from the guest at 1 and answer the call within three rings; 2, according to the standard procedure to meet the guests, announced the name; 3. Ask about the room number, name and wake-up time; 4. Repeat the guest wake-up request, and wish you good night after being confirmed by the guest;

Tell the switchboard the wake-up request, tell the other party the wake-up request and ask the other party to confirm it.

Fill in the wake-up record, fill in the room number, name, wake-up time and notify the relevant personnel.

Please ask the floor attendant to knock on the door to wake up when no one answers.

Third, the guest clothing service program

Program sequence calibration

Clothes 1, clothes handed in by guests or clothes taken from rooms by room attendants and cleaners must have a laundry list filled in and signed by guests; 2. If the guest fails to explain and the laundry list is not filled in the laundry bag, it can't be handed over to the laundry room for washing, and it needs to be handled after consulting the guest; 3. Check carefully whether the clothes of the guests to be washed are damaged and any items left by the guests in their pockets; 4, according to the guest to fill in the laundry list, check the guest's name, room number, date, clothing name, number is consistent; 5. Know what kind of laundry it is; 6. Pay in the laundry room at the time specified by the hotel; 7, such as washing express mail, should inform the laundry room as soon as possible; 8. Guests' clothes with special requirements should be indicated on the laundry list; 9. Fill in the laundry record and send the laundry list to the front desk as soon as possible.

Return the guest clothes 1. When the laundry room returns the guest's clothes, it should be counted one by one according to the laundry list (clothes that cannot be folded need to be hung on the hanger). 2. Check the washing quality: whether the clothes are damaged, shrunk or faded. ; 3. Send the guest's clothes into the room, ask the guest for acceptance, and say goodbye to the guest after counting; 4. If the guest is not in the room, enter the door according to the procedure, put the clothes on the bed or hang them in the closet (open the closet door);

Note: When guests complain about laundry service, they should report to their superiors, find out the reasons and handle them properly.

Four, the guest left items processing program

Program sequence calibration

Report to 1 if you find the guest's belongings. In the guest room, the guest's belongings must be handed over to the service center as soon as possible. 2. If the waiter finds the items left by the guests when checking out, he should contact the front desk in time to return the items to the guests; If the guest has left, it should be handed over to the floor foreman in time; 3. When the waiter in the service center receives the items left by the guests, he should record them on the "Registration Form of the Items Left by the Guests", indicating the date, room number, place of picking up the items, name of the items, name of the picker and team;

Category 1. Valuables: jewelry, credit cards, checks, cash, cameras, watches, business information, ID cards, home visits, passports, etc. 2. Non-valuables: glasses, daily necessities, etc.

Keep 1, and all left-over items must be kept in the lost and found cabinet; 2, valuables and non-valuables stored separately, valuables should be managed by special personnel; 3. Valuables shall be kept for one and a half years, non-valuables for half a year, and unsealed foods, drinks and medicines for three days; 4, more than the shelf life of goods, by the housekeeping manager in conjunction with the relevant departments to deal with the same;

Recognition 1, claim method: a, direct claim; B, find someone to claim it; 2. Ask relevant questions, and after they are correct, please sign the name of the claimant and leave the contact number and address.

Verb (abbreviation for verb) mini-bar service program

Program sequence calibration

Send to play 1, the room mini-bar is managed by the floor foreman, and the drinks are collected in the service center; 2, by the foreman in accordance with the provisions, variety and quantity to receive, put as required; 3, fill in the wine registration form, the name and quantity should be consistent, and indicate the issuing time and issuer;

Supplement 1. The service class supplements according to the guest consumption list of the day, and checks the quality and shelf life of drinks; 2. Submit the guest consumption list to the service center; 3. The consumption of drinks in the living room should be confirmed by the guest's signature, and then supplemented;

Check 1. When the foreman makes rounds, he checks and registers the mini-bar items one by one. 2. The service class checks the guest room three times a day; 3. When the guests leave the hotel, the service class will enter the room to check the consumption of drinks at the first time and report to the service center in time.

The process of seeing off guests with intransitive verbs

Program sequence calibration

Preparation 1, grasp the departure time of the guests, and ask whether the guests need wake-up service and whether there is food in the room; 2. If the guest leaves the store the next day, the team room should arrange the bellman according to the amount of luggage; 3. Check whether the guest's clothes, various bills and entrusted matters are done well; 4. Before the guests leave, the waiter should use room service to check whether all kinds of articles and equipment are damaged or missing; 5, before leaving, should take the initiative to solicit the opinions of the guests;

Take the initiative to press the elevator for guests, take the initiative to carry luggage, take the initiative to help the elderly, the sick and the disabled, send them to the elevator, and send them other blessings.

Check 1 to see if the guest has any left-behind items; 2. Check whether the room facilities and equipment are damaged and whether there are consumables;

Seven, extra bed service program

Program sequence calibration

Rollaway bed 1, this service is provided immediately after receiving the notice of rollaway bed, generally when the guests have not checked in; 2. After the reception desk informs the service center, the room number of the extra bed must be recorded in the room report in time; 3. The service center informs the foreman or team to provide extra bed service; 4. Check whether the spare bed is damaged, wipe it clean, and make the bed after pushing it into the room; 5. After the extra bed, it is necessary to increase the number of related low-consumption goods and spare parts in the room;

Note: 1. If you leave the bed early, you need to indicate the bed withdrawal on the "room rate report" and inform the front desk; 2. After checking out, the bed should be put away as soon as possible. Spare pillows and quilts should be neatly folded and put back.

Eight, shoe shine service procedures

Program sequence calibration

After receiving the request of 1, after receiving the request of the guests, you should go to the guest room in time to get the shoeshine basket; 2, in the corridor patrol, found that live in front of the guest room shoe basket, should immediately take it to the workshop to wipe;

Shoe shoes 1 as required, number the shoe basket, write the room number of the guests in the shoe basket on a piece of paper or indicate the room number on the sole with chalk to prevent confusion; 2. Put the shoes in the workshop or service center and clean them according to the regulations. Pay attention to avoid color mixing, and the soles are stained with shoe polish;

Returns 1. Generally, the cleaned shoes should be delivered to the guest room within half an hour to two hours. 2. For the guests who put forward special time requirements, the shoes should be returned in time; 3. If the guest is not in the room when he returns, polished leather shoes should be placed on one side of the luggage compartment;

Nine, luxury suites and key rooms reception procedures

Program sequence calibration

Get ready 1 greet the guests. After receiving the housing notice, you should know the nationality, arrival time, number, gender, identity and reception unit of the guests. 2, according to the requirements of the guests to decorate the room, and check whether the room facilities and equipment are in good condition, all kinds of switches, buttons, lighting, sound are in good condition, all kinds of items are placed neatly and properly; 3. Provide drinks and alcohol according to the regulations of the bar; 4. Place fruits (fruit basket, washing cup, fruit knife, fruit fork, mouth cloth, etc.). ) and flowers. When making a folding bed, put the folding bed gift, the general manager's business card and welcome card; 5. Before the guest arrives, check whether the room temperature is appropriate (adjusted according to the season), and then adjust according to the guest's requirements after the guest arrives;

Welcome guests 1. When the guests arrive, the floor supervisor and attendant should meet them in front of the elevator. When the guests get out of the elevator, welcome them in English or Mandarin. If you know the location of the guest, address the guest according to the location of the guest to make the guest feel cordial. 2. When leading the guests into the room, introduce the room gracefully, so that the guests are familiar with the house and feel at home; 3. Send hot towels and welcome tea as soon as possible; The waiter should leave the room as soon as possible in order not to disturb the rest of the guests. Before leaving the room, he should say, "Please have a rest. If anything happens, please call XXX. "

Guest service 1, considerate and proactive service for guests. 2. The guest leaves the room once and follows the room once (standard: it is required to restore the state when the guest enters the room, but it is not allowed to move the items placed by the guest). Someone should be responsible for washing clothes for the guests. Telegrams, letters and articles sent to guests should be put in the tray. 5, record the guest check-in date.

When the guest 1 leaves the store, the floor supervisor and waiter should be present to see him off and send farewell wishes. 2. Check the consumption of drinks when the guest leaves the hotel, and report to the front desk for checkout. 3. Check whether there are any left-over items in the room, return them in time and make records.

Ten, customer rental supplies and services

Program sequence calibration

After receiving the notification 1, the phone will be answered within three rings according to the standard; 2. Ask the guest carefully the name, requirements and lease time of the rented items;

Send the supplies to room 1 and collect the rented supplies from the service center; 2. Send the supplies to the guest's room quickly or at the time agreed by the guest, explain the matters needing attention to the guest, and ask the guest to sign the rental supplies registration form;

Make a detailed record on the handover record so that the next waiter can continue serving;

Returns 1. When guests leave the store, they should check whether the guests have rented supplies and returned them. 2, when the guest returned supplies, the waiter should make detailed records; 3. Return the supplies to the service center in time.