Training catalogue of room attendants in star-rated hotels

Chapter 1 Room Attendant's Work Cognition

Section 65438 +0 Housekeeping Contents /2

I. Role of Housekeeping Department /2

Two. Tasks of Housekeeping Department /3

Section 2 Responsibilities of Room Attendant /5

I. Attendant in Room Service Center /5

2. Service Desk Attendant /6

Three. Room cleaning attendant /8

Four. Health care workers in public areas /9

Verb (abbreviation of verb) green plant /9

Six, floor guest clothes receiver/10

Seven, linen receiver/1 1

Eight, overalls transceiver/1 1

Laundry attendant/12

Section 3 Job Requirements of Room Attendant/13

I. Walking into the hotel/13

Two. When entering the post/13

Three. At work/13

4. When answering the phone/14

Verb (abbreviation of verb) When a superior assigns work to a subordinate/15

When intransitive verbs accept superior tasks/15

Seven. When reporting to the superior/16

Eight. When meeting guests or colleagues/16

Nine. Meet guests or superiors while walking/16

X. When a guest asks a waiter/16

XI。 When preparing for work/17

12. When accepting hotel safety management/17

Section 4 Basic Process of Room Service/18

I. Pre-occupancy preparation/18

Ii. Welcome work for guests during live broadcast/18

Three. Services for guests during their stay/18

Fourth, the guest check-out work is over/19

Verb (abbreviation of verb) After the guest leaves the store/19

Appendix:

Room service must-know items /20

Section 5 Cognition of Room Service Discipline and System /22

I. Understanding of Room Service Specialty /22

Second, the room service system awareness /26

Section 6 Cooperation between Housekeeping Department and Other Departments /3 1

I. Cooperation between Housekeeping Department and Front Office Department /3 1

Two. Cooperation between Housekeeping Department and Catering Department /32

Three. Cooperation between Housekeeping Department and Finance Department /33

Four. Cooperation between Housekeeping Department and Personnel Department /34

Chapter 2 Room Attendant Etiquette 35

Section 1 Behavior Requirements of Room Attendants /3 6

I. General requirements of etiquette /36

Second, the expression /36

Three. Standing posture /37

Four. Walking posture /39

Verb (abbreviation for verb) sitting posture /40

Six, squat posture /43

Seven. Gestures /43

The etiquette that room attendants must know in the second quarter /45

I. Greetings /45

II. Speech Ceremony /47

Three. Response ceremony /47

IV. Welcome gifts /48

Verb (abbreviation of verb) Operation Ceremony /48

Six, shake hands /48

Seven, JuGongLi /49

Eight. Praise /50

Appendix:

Code of Room Service Behavior and Etiquette /5 1

A Guide to Manners and Courtesy of Room Attendants /5 5

Chapter III Operation of Room Service Center 59

Section 1 Scope of Work of Room Service Center /60

I. Features of Room Service Center /60

Two. Scope of work of room service center /60

Section 2 Service Steps of Room Service Center /62

I. Transmitting information /62

Two. Sending and receiving keys /62

Three. Collection and recycling of room service supplies /63

Four. Lending items /63

Verb (abbreviation of verb) Disposal of left-behind items /65

Appendix:

Room service duty watch /66

Room Status Report Form /67

Room Supplies Report Form /68

Registration Form for Borrowing Articles /69

Record Form of Guest's Left-behind Items /70

Key application form /7 1

Lost and found claim form /72

The fourth chapter floor operation essentials and standards 73

Section 1 Room cleaning and tidying operation /74

I. Principles that should be paid attention to when cleaning the room /74

Second, the preparations for cleaning the room /74

Three. Requirements for entering the room /75

Four. Cleaning the guest room /76

Verb (abbreviation of verb) Fill in the room status report /85

The arrangement of spare parts vehicles, warehouses and working vehicles and the supplement of spare parts and supplies /86

Seven, late bed service (night service) homework /86

Eight. Precautions for moving out of guest rooms and VIP rooms /88

Nine, the guest room refrigerator beverage homework /89

Appendix:

Operating standard for entering rooms /90

Bed making standard /94

Operating standard for bathroom cleaning/100

Vacuum operation standard/104

Operating standard for opening the night bed/107

Room report/109

Guest room turndown inspection record/1 10

In the second quarter, health self-inspection of duty room/1 1 1

1. Benefits of waiter's self-inspection/11

Second, the waiter self-inspection items/1 1 1

Appendix:

Guest Room Hygiene Checklist/1 13

Section III Cleaning and Maintenance of Room Service Area/12 1

I. Cleaning Scope of Public Area/12 1

Two. Cleaning requirements for public areas/122

The fourth floor room maintenance/123

I. Maintenance Category/123

Two. Maintenance scope/123

Three. Key points of maintenance work/123

Section 5 Floor Guest Service Operation/136

I. Welcome service/136

Second, the guest loan service/140

Three. Hire a nanny for guests/140

Four. Room change service/140

Verb (abbreviation of verb) Customer is used to homework/142

Intransitive verb Guest laundry service/142

Seven. Shoe shine service/144

Rollaway service/145

Nine. Guest clothes storage and handling/146

X. "Do Not Disturb" Room Service/146

XI。 Guest left-behind items service/148

Twelve. Special customer service/149

Thirteen. Ask for comments from guests/154

Chapter V Operating Essentials and Standards of Laundry Center 155

Section 1 Operation Essentials of Laundry Center/156

I. Importance of Laundry Center/156

Second, the laundry center operation essentials/157

Appendix:

Hotel Laundry Registration Form/158

Guest laundry operation in the second quarter/159

I. Answer the phone/159

Second, collect the guest's clothes/160

III. Size code/16 1

Four. Washing/16 1

Verb (abbreviation of verb) valuation/16 1

Packaging inspection of intransitive verbs/16 1

Seven, send clothes/162

Eight. Handling guest complaints/163

Nine. Disposal of money and valuables/165

Section 3 linen receiving and washing/168

I. Receiving and Sending Steps of Flax/168

Ii. linen washing procedures and standards/168

Three. Procedures and standards for flax drying and ironing/170

Four. Flax counting and stacking/173

Five, linen distribution/175

Section 4 Receiving and Washing of Work Clothes/176

I. Receiving work clothes/176

2. Send it to the laundry room/176

Three. Washing and ironing of work clothes/176

Four. Distribute work clothes/177

Verb (abbreviation of verb) Notes/177

Chapter VI Cleaning and Maintenance of Public Areas 179

Section 1 Cleaning scope of public areas/180

I hall/180

2. Elevators and escalators/180

Three. Dining room, banquet hall and multi-function hall/18 1

Four. Toilet/182

Verb (abbreviation of verb) stainless steel and bronze/182

Section 2 Cleaning of Public Areas/183

I. lobby cleaning/183

Second, the ground waxing/185

Three. Carpet cleaning/186

Fourth, clean the guest bathroom/187

Verb (abbreviation of verb) Cleaning and maintenance of elevator/188

Intransitive verb greening layout and cleaning/188

Chapter VII Guest Room Safety Prevention 19 1

Section 1 Characteristics and types of guest room safety problems/192

I. Characteristics of guest room safety management/192

Two. Types of guest room safety accidents/192

In the second quarter computer room safety accident prevention/194

I. Abide by various guest room safety systems/194

Second, the operation safety precautions/196

Three. Security measures against theft/198

Four. Self-safety protection/199

Verb (abbreviation of verb) Equipment safety accident prevention/199

VI. Fire Prevention and Treatment /200

Attachment: Technical Grade Standard for Workers in Tourism Industry (Part) 204