Hotel room manager management knowledge

The rapid development of the hotel industry has enhanced competition between hotels, so hotel management measures need to be strengthened. So how does a hotel room manager manage room attendants? The following is a summary of hotel room manager management that I have compiled I hope you all like the knowledge content!

Hotel room manager management knowledge

1. Must the basic work be done well? Onboarding and on-the-job training management

Compared with other industries Generally speaking, the work in the hotel service industry is extremely special. There is almost no technical difficulty in the operation. What's more, some people directly think that the room attendant is just a "cleaner". There are also many stores that work directly after simple training. . Chain hotels or brand hotels will have a relatively complete on-the-job training process and assessment process.

On-the-job training is the first step for waiters to contact and understand the hotel and engage in the service industry. Good on-the-job training not only allows them to better understand the differences between our hotel company and other hotels, but also allows them to better understand the hotel. The difference between our products and those of other hotels can also improve the professional quality of employees; strict on-the-job assessment not only allows managers to test the initial training effect, but also strengthens the work skills of waiters, allowing them to cherish their hard-won Job opportunities. Therefore, managers must do this basic work well and ensure the onboarding of waiters.

2. Supervision of the development of good habits? Management of the execution process

The daily work of waiters is simple, boring and repetitive: facing the same colleagues every day, the same tasks Workroom, same work truck, same guest room. Therefore, simple and boring work can easily cause room attendants to cut corners and deliberately simplify work processes. They face different faces every day, maybe only customers, but even if they face different customers, they must provide the same high-quality services. Therefore, hotel managers need to focus on developing good habits of waiters. This good habit is not only a habit of work process, but also a habit of service attitude.

Hotel managers cannot manage room attendants solely by relying on one-sided inspections and feedback from room supervisors. Feedback from middle-level staff to managers is basically discounted information. Zhao Chunshan, the former head of Happy Camp, the cultural department of 7 Days Inn Group, once asked store managers to say hello frequently.

"Say hello" has three levels of significance: This not only harmonizes the relationship between the most junior employees and managers, but also allows managers to return to store work, find out the working status of grassroots employees, and correct The bad attitudes and habits of grassroots employees are essentially a form of supervision of employees' execution ability. At the same time, it is the transmission of a happy culture. The store manager greets employees, and employees also greet each other. All service staff convey happiness to customers and also say hello to customers.

3. What must be mentioned? Salary and welfare management

As part of the migrant workers, the goal of room attendants working in hotels is direct and simple: to make money to support their families. As mentioned before, this industry basically does not require any technical difficulty, so this job also determines that the salary will not be too high. Taking the first-tier city Beijing as an example, the average monthly salary of a room attendant is about 3,000 yuan, and many room attendants have to work part-time after get off work. Economy hotel chains such as 7 Days Inn and Hanting Hotel currently basically adopt a basic salary plus piece rate model, but it is not very stable because this model is limited by the room occupancy rate and the waiter's working ability:

1. If the room occupancy rate is not high, the number of room attendants’ piecework will be low

2. Even if the occupancy rate is high, the number of guest rooms the attendants can clean every day is limited (the hotel will stipulate The number of clean guest rooms exceeding the established piece-rate base quantity will be included in the piece-rate, but the increase in piece-rate quantity must be at the expense of quality).

Of course, the adjustment of the salary system is a reform that affects the whole body. Now various hotel groups are also scrambling to reduce labor costs. Personally, I think that hotel managers or hotel human resources departments must do a better job. To manage housekeeping staff, a comprehensive and diversified floating salary system should be adopted: piece-rate wages, more work, more rewards; waiters regularly evaluate the quality of their work and reward them; guide waiters to sell hotel membership cards or merchandise gifts, give employees commissions, etc.

4. Care about their work and life? Manage with emotion

This is a part of hotel management that cannot be ignored. Many room attendants work in hotels for several years. On the one hand, the cost of changing jobs is high. Many room attendants rent low-cost rooms with their families and children in the surrounding areas, or they are unwilling to accept unfamiliar working and living environments; On the one hand, I have to admit that these people with simple feelings have an inexplicable affection for the hotel and the colleagues around them, and they can't bear to leave.

As hotel managers, we should first respect these hard-working waiters, because we know how difficult it is for them. At the same time, we also know that the turnover rate of service personnel in the hotel industry is very high and personnel change frequently. Management with emotion can not only reduce the turnover rate of grassroots waiters, but also improve the work efficiency of employees, bring more profits to the hotel, and bring more value to customers.

Emotional management by hotel managers

1. Care about the work of room attendants. As mentioned earlier, managers should often go to grassroots posts to say hello and praise employees, warm the hearts of employees, and even warm the hearts of customers. During daily inspections, managers should guide grassroots employees in related work, check whether the tools involved in the work are easy to use, and explore whether there are any improved work processes and better working methods

2. Care about the life and family of the room attendant. It is no exaggeration to say that careful hotel managers can clearly remember the birthday of every guest room lady, and prepare gifts and surprises for employees on their birthdays. How can employees not follow them in a down-to-earth manner? What do you do! Chat with the elder sisters about daily life, understand the family situation of the employees, occasionally visit the elder sisters’ homes, and provide them with some help when necessary. It may seem simple and small, but it really helps to bring managers and employees closer to each other. The distance between the lowest level employees and their sincere dedication to the hotel.

3. Care about their health and work safety. Room attendants are engaged in slightly more intense physical labor. Long-term labor and a humid working environment may cause physical discomfort to employees. As a hotel manager, when communicating with waiters, you should ask and understand the physical condition of employees. If necessary, employees' work and rest schedules should be adjusted in a timely manner. In addition, employees should ensure the absolute safety of their working environment and urge employees to pay attention to safety at work.

5. Recognize their contribution? Value and honor management

According to reports, the average working life of hotel employees is 2.5 to 3 years, which is lower than that of front-desk employees who have a high job-hopping rate. It is said that the average working years of room attendants is longer, which can reach about 4.5 to 5 years. The five years of dedication and contribution of these ladies is something to be proud of in itself. The proportion of old employees in a company also changes from In some ways, it shows employees' recognition of the company and their identification with the company culture.

The above is from the perspective of time. As a hotel manager, as a hotel manager, you must give high praise and affirmation at the hotel’s annual meeting or annual meeting. It is best to set up Medals or bonuses such as Plateno Group's "long-term service award" are used to affirm the value of waiters.

Another author believes that it is the contribution of the event dimension: the contribution made by hotel employees to the hotel due to their outstanding performance in related special events. There are countless such examples: some room attendants found a huge amount of cash left behind after a customer checked out and actively reported it to the manager to find the owner; there are also room attendants who found special circumstances while cleaning the room and reported it to the store manager to save the customer's life and property. One thing is enough.

The positive impact of this type of contribution is not on one person, but on the integrated hotel and company.

Therefore, hotel managers should give high praise to this service staff from the entire company level, and can also share it as a typical example at the company level. The value and contribution of hotel room attendants have been affirmed, and they have more motivation in their work. At the same time, they also set a positive example for other employees.

6. Consider their future? Training and growth management

How many hotel managers have considered the future of the most basic hotel waiters? Perhaps, this issue may not even be considered by themselves. Pass. They may return to their hometown, help their sons and daughters take care of the children and enjoy their old age; they may start a small business on their own and be responsible for their own profits and losses; they may also leave this hotel and move to another hotel? Of course, they may continue to work for the hotel where they are. Hotels contribute.

No matter what these grassroots waiters do or where they go in the future, as hotel managers, we should train them in various professional work skills, enhance their various survival skills in life, and improve their skills in life. All kinds of cognitive common sense in society are worthy of our consideration.

After many years of working in the industry, I have seen store managers teach waiters to use computers to make forms, I have seen store managers teach waiters to use WeChat to chat, and I have also seen store managers teach waiters about fire safety and legal knowledge. If you have qualified hotel companies, you have set up a hobby club for waiters and organized skills improvement competitions, etc. Even if the employees leave, they will always think about the good of the hotel. When they develop in other hotels, they will not give up to the employees. Shame on the hotel.

Of course, what we want to focus on are those service staff who choose to continue to contribute to the hotel. As we said above, hotel managers must recognize their value. At the same time, we should also provide services to those who want to develop. Grassroots employees are provided with more opportunities and space. The hierarchical waiter management system of Hanting Hotel is a good model. According to the contribution of the waiters, the waiters are divided into three levels: junior, intermediate and senior waiters. Different levels are differentiated. basic salary.

Of course, you can also be promoted to a coach technician in the hotel, or those with better conditions and passing the assessment can be promoted to a room foreman (supervisor), etc. In 7 days, many store managers are selected from the grassroots waiters , promoted internally.

Today’s hotel market and product competition are becoming increasingly fierce, and products are becoming highly homogeneous, making the trend of providing differentiated services inevitable. The front-level waiters in guest rooms are the main force in providing differentiated services in the hotel, and they are also the vanguard in ensuring the hygienic quality of hotel products. Therefore, hotel managers cannot ignore the management of hotel room attendants.

We must get rid of such misconceptions: thinking that their work is ordinary and not training, lacking supervision and communication; thinking that their education level is low, not formulating growth plans, denying their value. Hotel managers should incorporate the management of this special group into the team management system of the entire hotel, and continuously summarize and improve during the management process. Hotel room manager management methods

1. Establish a self-examination system:

Waiter self-examination:

The waiter completes the cleaning of the guest room and submits a higher-level self-examination Before the inspection, you should conduct a self-inspection on the completeness of the guest room equipment, the cleanliness of the environment, the layout of the items, etc.;

Foreman inspection specifications:

The foreman should conduct a self-inspection on each guest room And ensure the quality is up to standard. In view of the heavy workload of the foreman, he is required to conduct a general survey of all guest rooms, vacant rooms and VIP rooms, and conduct random inspections of guest rooms. The foreman is the first person to check in after the waiter’s self-examination, and it is also the last person to check in. He has a heavy responsibility, so the foreman must have a high sense of responsibility;

Supervisor random inspection:

Supervisor ensures random inspection every day Unless there are more than a few guest rooms, you must carefully self-check all guest rooms and randomly check guest rooms. Supervisor journey passes inspection standards. Provide valuable information for the improvement and adjustment of management work, implementation of employee training, and planning of personnel transfers;

Manager inspection standards:

Managers' processes can be strengthened and communicated with subordinates through inspection standards Communicate with employees and learn more about customer opinions to provide a basis for improving management and services.

The manager should conduct self-examination on the condition of guest room furniture and equipment regularly every year;

2. Standards for self-inspection of guest rooms:

When self-inspecting the room, the manager should regularly go around the guest room, starting from Tianhua Board self-examination to every corner of the floor, problems found should be recorded, and resolved promptly to avoid delays and omissions;

Daily self-examination standards:

Room:

Door: The door lock is in good condition, the safety instructions are in good condition, the do not disturb sign and menu are in good condition, the safety key, anti-theft eye, handle, etc. are in good condition and there are no stains on the front and back;

Walls and ceiling boards: stains, no spider webs, no peeling paint, no peeling of wallpaper, etc.;

Flooring: clean and intact;

Carpet: clean, no spots stains, cigarette holes, paper scraps, debris, etc.;

Bed: the bed cover is clean, laid correctly, there is no garbage under the bed, and the mattress is rolled and rotated regularly;

Hard furniture: clean and bright , no scratches, correct position;

Soft furniture: dust-free, no traces, no debris;

Drawer: clean, easy to use, handle intact;

Telephone: The function is fine, no dust or stains, the signs are clear and intact, and the microphone has no odor;

Mirror and TV cabinet: The frame is dust-free, the mirror surface is bright, and the position is correct;

Lamps: The lamp bulbs are clean and the function is fine. The hood is clean and the operation is OK;

Trash can: Clean and in good condition;

TV: The operation is OK and the function is OK. The channel should be set on the central station, the volume should be adjusted to a low level, and the screen and sound effects should be better;

Closet: The number and variety of hangers are correct and clean and stain-free, and the doors, cabinet bottoms, cabinet walls and The grid is clean and in good condition;

The windows: clean and bright, the window sills and window cabinets are clean, and they can be opened flexibly;

The curtains: clean, in good condition, and can be applied freely;

Air conditioner: The filter is clean, the operation is fine, and the temperature control meets the requirements;

Guest room: clean and odorless, with all items available;

Guest supplies: correct quantity and variety, in good condition, The arrangement meets the specifications;

Bathroom:

Door: clean on both sides and in good condition;

Wall: clean, no stains;

Ceiling: dust-free, stain-free, intact;

Floor: clean, dust-free, hair-free, seams intact;

Shower room: clean inside and outside, chrome plated The items are clean and bright, the soap tub is clean, the bathtub plug, shower, drain valve and water pipe switch are clean and intact, the seams are clean and without stains, the shower curtain is clean and intact, the shower curtain buckles are complete, and the clothesline can be used freely;

Washbasin and dressing table: clean, chrome-plated parts are bright, water valve is in good condition, mirror surface is white, lamps and lanterns are in good condition;

Toilet: clean inside and outside, in good condition, no damage, flushing water Smooth;

Exhaust fan: clean, running smoothly, low noise, no odor in the room;

Guest supplies: complete varieties and quantities, in good condition.

3. Housekeeping Department Safety Management System:

1. Pay attention to fire prevention and theft prevention. If you find any abnormal situation or smell a peculiar smell, you must immediately investigate and deal with it and report it to the relevant department in time to effectively eliminate it. Fire hazards;

2. If you find anyone or anything with suspicious movements or illegal activities, you should report it to the security department in time;

3. Do not play with children of guests, if you find any Guests' children must be discouraged from playing with water, fire, and electricity to avoid accidents;

4. Relatives, friends or related personnel are not allowed to be brought into the workplace, and are not allowed to be in the duty room or in the workplace. Overnight guests in the dormitory on duty;

5. In the event of an accident, the higher level and relevant departments should be notified to handle it as appropriate, and signs should be added to protect the site and warn personnel not to enter the danger zone;

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6. Boiler workers should remain calm in case of disaster and should not be afraid of acting abnormally. They should seek help from nearby colleagues, promptly notify the main station and the security department, and clearly state the location of the fire, the burning materials, the circumstances of the fire and their names. , job number, and report to the manager and relevant personnel;

7. In a safe environment, use the nearest fire extinguishing equipment and materials to try to control the fire. If the fire spreads out of control, you must provide assistance and guidance. Guests should evacuate the fire scene through fire escapes and stairs, and do not take the elevator;

8. Obey the manager’s instructions, make every effort to protect the hotel industry and the lives of guests, and ensure that the hotel business goes smoothly;

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9. Without approval, employees are not allowed to disclose or provide confidential information about the hotel to the outside world. All relevant documents and information of the hotel are not allowed to be handed over to relevant personnel. If you have any inquiries, please ask the relevant departments for inquiries. ;

10. Stick to your job and do not do anything unrelated to work.