What are the duties of the clerk in the room service center?

Responsibilities of room service center staff in the morning shift:

Working hours: eight o'clock? 16:00

Work content:

Before 1 and 7: 45, dress in strict accordance with the hotel gfd standard, and then sign in at the room service center office;

2. Make a good handover with the night shift clerk, and look at the handover special events of the shift book. If you are not clear, ask immediately;

3, inventory items (keys, lent items, drinks, consignment items, legacy items, pagers) and sign it, and copy the pager and the list of recipients to the work schedule for easy search;

4. Check the hygiene of the night shift, whether the relevant information on the whiteboard is updated in time, file filing and complaint summary;

Track the special issues of night shift and pass the relevant report of night shift to the office manager;

6.8: 30 Understand the room status, ask the front desk for the team's room allocation table, understand the reservation situation, coordinate with the floor and the front desk, check the reservation situation on the computer at any time, and do a good job of communication between the floor and the front desk;

7. 10: 30, assist the floor foreman to check the room condition. If there is any room state difference or special room state, fill in the room state difference report in time and report it to the assistant manager in the front desk lobby to verify the reasons;

8. Do a good job in loan registration, accurately reflect the loan and return time in the loan registration book, and do a good job in loan follow-up, hand over the follow-up results to the middle shift clerk, and ask the middle shift to continue to follow up and retrieve them;

9. Lunch time is 1 1: 30 and 12: 00, and meals are divided into two batches;

Before 10 and 14: 00, submit all the documents to the cashier at the front desk for signature and confirmation, indicate the house transfer or other matters, and keep the bottom sheet;

After 1 1 and 14: 00, receive the undisturbed room reported by the floor attendant, call the guests and make records. After the inquiry, inform the waiter of the guest's requirements, and notify the floor supervisor and make records in case there is no answer in the room;

12, to ensure that the engineering maintenance order is delivered to the engineering department in time at 1 1: 00 and 15: 00 every day;

13, complete other matters assigned by the superior;

14, tidy up the office and desk, do a good job of succession, check the room status and follow-up matters, and sign by the foreman and the next clerk before coming off work.

Daily must-do work:

1, understand the special requirements of VIP guests in the hotel and pay attention to the guest information and MOD on the whiteboard.

2. Accurately handle all kinds of incoming calls and make corresponding records. Ensure the accuracy, completeness, timely delivery and feedback of records;

3. Pay attention to the superior, communicate with the superior in time, understand the habits and intentions of the superior as much as possible, and timely handle the filing of various positions or documents in the manager's office;

4. Timely receive, transmit and archive all documents and forms issued by the production department of specifications and standards. When new employees on duty join the job, they will input the contents into the computer (employee's personal file and address book) and file their personal data in time. It is not allowed to hand it in on the next shift;

5. Always pay attention to the cleanliness of the housekeeping center and standardize the reception of office visitors;

6. Ensure the minimum ration of all items in the guest room center (drinks, consignments, printed matter, loans, etc.). );

7. Do a good job in the registration and custody of legacy items, fill in the registration form of legacy items accurately, and keep them properly. If the goods have been received, make a record in the register, and copy and file the relevant documents produced by the guests when they receive the goods.

Middle shift:

Working hours: 15: 00? Eleven p.m.

Work content:

Before 1, 14: 45, the hotel should strictly follow the standards of gfd, and then check in at the room service center;

2. Do a good job of handover with the morning clerk, watch the handover and handover of special matters, ask immediately if you are not clear, and count the items (keys, loans, drinks, consignments, leftovers, paging) according to the receipt;

3. Check the filing and delivery of documents and statements, borrowing and expediting, engineering maintenance, room condition changes and other related situations, and follow up the special matters handed over in the early shift;

4. 15: 00, the floor foreman and the room service center check the room situation together. If the room conditions are different, report to the assistant manager at the front desk and lobby to verify the reasons;

5. 17: 00 When the foremen return the keys and pagers of the foremen and waiters, check whether there is any damage and make records;

6. Check the borrowing situation with the early shift foreman, and check the integrity and quantity of the goods when returning. If there is any difference, implement it to people and register it properly;

7. 17: 30 and 18: 00 in two batches;

7, to assist the hospital to do a good job of customer service;

Before 8.23: 00, submit all the documents to the cashier at the front desk for signature and confirmation, indicate the house transfer or other matters, and keep the bottom sheet;

9. Complete other tasks assigned by superiors;

10, do a good job of succession, signed by the next clerk before going off work;

Daily must-do work:

1, understand the special requirements of VIP guests in the hotel and pay attention to the guest information and MOD on the whiteboard.

2. Accurately handle all kinds of incoming calls and make corresponding records to ensure the accuracy and completeness of the records and the timely transmission of information;

3. Pay attention to the superior, communicate with the superior in time, understand the habits and intentions of the superior as much as possible, and timely handle the filing of all kinds of posts or documents in the superior office;

4. Make all documents and forms of the department according to the specifications and standards, and receive, transmit and archive the information and documents of the department in time. You are not allowed to hand in the next work.

5. Pay attention to the cleanliness of the housekeeper center at any time and complete the reception of office visitors according to the standard;

6. Do a good job in the registration and custody of legacy items, fill in the registration form of legacy items accurately, and keep them properly. If the goods have been received, make a record in the register, and copy and file the relevant documents produced by the guests when they receive the goods;

7, completes the shift consumption stick distribution and make records;

8. Remind the foreman on duty on the floor to verify the engineering maintenance on that day, and report to the center the next day if there are any maintenance projects;

9. Do a good job of distributing daily breakfast coupons and newspapers;

10. Ask for comments and suggestions from guests by phone.

Night shift:

Working hours: 23: 00? half past eight

Work content:

Before 1 and 22: 45, check in at the room service center office in strict accordance with the hotel gfd standard;

2.23: 00 Make a good handover with the middle shift clerk, read the handover record and hand over special matters, ask immediately if it is unclear, and count the items (keys, loans, drinks, consignments, legacy items, pagers) according to the sign-in situation;

3, check the file filing, borrowing and expediting, engineering maintenance, room changes and other related conditions;

4.24: 00 Make the miscellaneous expenses report, the statistical table of wine consumption and the consumption table of low-value consumables in the room and input them into the computer, and make relevant statistics such as accumulation at the end of the month;

5. Cooperate with the night trial and file all forms, statements and documents of the day for future reference;

6.02: 30 Start cleaning, maintaining and sorting the service center, clean the table as planned, and do a good job in the planned sanitation of the office;

7. Inform the night shift attendant to check out the bill, check the contents of the whiteboard, and add, subtract and replace it in time;

8.07: 30 Prepare the work report, keys and paging of the early shift attendant and floor foreman;

9. Check whether there are any unfinished matters;

10, tidy up the desk, do a good job of succession, signed by the foreman and the next clerk before coming off work;

Daily must-do work:

1, understand the special requirements of VIP guests in the hotel and pay attention to the guest information and MOD on the whiteboard.

2. Accurately handle all kinds of calls, urge the floor night attendant to complete the check-out, check-out and customer service, and make corresponding records to ensure the accuracy and completeness of the records, paying special attention to harassing calls and not chatting with guests;

3. Make all documents and forms of the department according to specifications and standards, and do a good job of filing. You are not allowed to hand in the next work.

4. Do a good job in the registration and custody of legacy items, fill in the registration form of legacy items accurately, and keep them properly. If the goods have been received, make a record in the register and file the copies of relevant certificates produced by the guests when they receive the goods;

5. Register the lent items, check the completeness and quantity of the items when returning them, and register if there is any difference;

6, do a good job of night shift consumption column distribution and make records;