How to manage guest rooms well?

Two are reproduced for reference.

The tasks of the housekeeping department: As an important department in hotel operations, the main task of the housekeeping department is to provide guests with a comfortable, quiet, elegant and safe accommodation environment, and to adapt to the guests' habits. and characteristics of solid wood furniture to provide meticulous, convenient, thoughtful and sincere customer service.

Housekeeping Department, Housekeeping Department, Linen Team, Laundry Team, Maintenance Team, Hygiene Laundry Department, Hygiene Floor Team, Guest Room Floor, Housekeeping Department Organization Chart, Main Contents of Room Service Projects (1) Organizing the Room Guest rooms should be kept clean and tidy during the guest's stay. The guest room management department generally stipulates a two-room room system, that is, room cleaning during the day and room turn-down service at night. At the same time, the room service can be provided at any time according to the guest's request, so as to combine regular and anytime services.

(2) Laundry service If guests need to iron clothes during their stay, the service staff will generally be responsible for picking up and delivering them. Laundry delivered by customers is generally divided into washing, dry cleaning and ironing. After the customer fills in the laundry list, the waiter will collect it and deliver it for washing, and is responsible for taking it back and putting it away.

(3) Beverage service In a certain star-rated hotel, the guest room is equipped with a small refrigerator in which a certain number and variety of drinks are placed. If the guest drinks, he or she will sign the charge sheet and the waiter will check it before delivering it. Go to the service desk for unified accounting and collection.

(4) Shoe Shining Service There are three methods of shoe shine provided by hotels: one is to place shoe shine paper covers in the room; the other is to place an automatic shoe shine machine in the lobby; the third is to manually shine shoes on behalf of guests. . The hotel adopts one or several of these service methods according to its own grade.

(5) Babysitting service In order to facilitate guests with children to go out for activities, many hotels provide babysitting services to help guests take care of their children and charge service fees. Usually performed by specially trained waitresses.

(6) Visitor reception floor attendants should be as warm and courteous to visitors as they are to hotel guests. They should lead visitors into the room. If there are many people, they should also provide extra seats and tea delivery services in a timely manner. If the guest is not available, the visitor can leave a message or wait in the public area.

(7) Borrowing Items Service In the hotel service guide, the names of items that can be borrowed and how to borrow them should be provided. Commonly borrowed items include cribs, thermometers, ice packs, etc.

(8) Lost items will inevitably occur when guests check in and check out the hotel. The housekeeping department should establish a lost item log, record the time, location, name of the item and the name of the person who found the item, and keep it properly. When the owner claims the property, it will be returned after verification.

Frequently encountered problems in the housekeeping department: accidents, infectious diseases, theft and other criminal cases, fires, etc. caused by improper installation or use of guest room facilities and equipment.

Guest room safety and accident prevention system

1. Strictly abide by the duty system, pay attention to the floor conditions, familiarize yourself with the characteristics of the residents in the building as soon as possible, and ensure safety.

2. Remind guests to deposit cash and valuables at the front desk in a timely manner. When cleaning, rooms must be locked and rooms must not be left open.

3. For visiting guests, it is necessary to verify the respondent’s unit, name, and room number, register the visitor, and keep an eye on the person. If the respondent is not present, the visitor cannot be allowed to wait alone in the room.

4. If guests want to store their luggage, please go to the front desk to store it. Stored luggage must be clearly marked and handed over clearly to prevent misplacement of luggage.

5. Guests found to be carrying dangerous items such as flammable and explosive items, guns and ammunition must be reported to the Housekeeping Department and Security Department in a timely manner so that the public security department can take safety measures.

6. The waiter should check the guest room frequently and take the initiative to lock the door for the guest when the guest is not in the room and after resting at night.

7. When receiving a wanted notice, you must promptly check and control, and if you find a suspicious person, you must immediately report it to the leader or the police station.

8. Pay attention to the signs of fire, and the on-duty staff should strengthen inspections. Once a fire occurs, they should be calm, calm, and not panic, and put out the fire and call the police in time (fire alarm number: 119).

9. When using electrical appliances, be careful to prevent electric shock and short circuit. If there is any sign of danger, report it for repair in time to prevent accidents.

10. All public materials must be properly kept, especially TV sets, blankets and other valuable items to prevent loss. 11. During epidemic seasons (such as influenza, hepatitis, pink eye, etc.), you are not allowed to go to crowded places in public places. Pay attention to food hygiene and avoid infectious diseases. Seek medical attention promptly when signs of disease are discovered to prevent the spread.

12. Swimming alone is not allowed in summer without a unified organization. Pay attention to safety when swimming in groups to prevent drowning.

To sum up, in an era of increasingly prosperous economy, hotels play an important role. As an important part of the hotel, they have a unique status and play a decisive role. In addition, the guest room department Due to the tedious and complex work of employees, it is necessary to scientifically manage the hotel room department.

Scientific management methods of the guest room department

1. Have a positive attitude

When the hotel enters the trial operation stage, many problems will be revealed. Some housekeeping managers will show impatience and blame their subordinates too much. Hotel managers should have a positive attitude, that is, complain less about their subordinates and encourage them more to help them find solutions to problems. In communicating with other departments, attention should not be focused on who is held responsible, but how the problem is solved.

2. Pay attention to the control of the work process

1. Prepare work rotation lists for foremen and waiters. For those responsible for the area, formulate monthly (weekly) work plans and monthly work evaluations for employees.

2. Check and supervise the standardization of the work of subordinate employees and keep them in good condition.

3. Randomly check the rooms that have been cleaned up to ensure the cleanliness of the rooms and the quality standards of guest service. The housekeeping department's cleaning workload is heavy and time is tight. It emphasizes the precautions in cleaning so that the waiters can fully understand and prevent "shortcuts" from happening, and conduct timely inspections after assigning tasks.

4. Regularly check the room hygiene of long-term guests, solicit opinions from long-term guests, and provide record services.

5. Keep track of guest arrivals and departures. Before guests check in, inspect all guest rooms to see if they are ready for reception as required.

6. Handle emergencies on the floor and solve guests' problems at any time.

7. Supervise the repair of equipment failures to ensure that the room is in normal condition.

3. Strengthen the protection of finished products

In order to strengthen the protection of finished products in the hotel, the following measures can be taken:

1. Strengthen communication with the decoration construction unit and coordination. The management personnel of the construction unit are urged to strengthen the management of construction workers and the inspection of floors that have not yet been taken over.

2. Strengthen floor control. The housekeeping department must make specific and clear regulations on how to protect facilities and equipment. After laying carpets on the floor, the housekeeping department needs to strictly control the people entering the floor. At this time, waiters should be arranged to be on duty on the floor, and some discarded carpet heads should be placed at the exit of the floor. When it rains, they should also put Scrap sheets to ensure carpets are not contaminated.

3. Start the carpet stain removal work. Emphasizing maintenance as soon as the carpet is laid will not only keep the carpet clean, but also help to cultivate employees' awareness of protecting the hotel's finished products from the beginning, which will have a very positive impact on future guest room work.

4. Strengthen the management of keys

The work of the customer department is complicated, and the waiters tend to neglect the management of keys. Confusion in the use of general keys and the loss of keys are common problems. . This can have very serious consequences. The housekeeping department must first number all keys and equip them with key chains; secondly, it must formulate a strict system for the collection of keys. For example, you can add the receipt and return of floor keys to the daily sign-in and check-out process. Users are not allowed to lend keys to others at will, and are not allowed to let keys leave their bodies (use universal keys as power keys). use) etc.

5. Make the department work normally

1. Require employees to be polite, polite and well-groomed according to the specific contents of the specification manual. Remind employees to speak softly, act softly, walk softly, and serve customers with a smile. Cultivating employees' good habits is the key to doing a good job in guest rooms and will have a great impact on future work.

2. Establish a formal communication system. Departments should start to establish internal meeting systems, handover systems, and start using forms; so that communication between departments and within departments can gradually get on the right track.

3. Pay attention to the cleaning of the backstage, the maintenance of equipment and furniture, and various cleaning and maintenance plans will be gradually implemented. Strengthen training on the precautions for the use of facilities and equipment in guest rooms, and maintain close contact with the engineering department.

6. Ensure the provision of sufficient and qualified guest rooms

Proactively maintain close contact with the front office manager, and proactively prepare the required items based on the requirements of the front office and the current status of hotel rooms. guest room.

Hotels generally open in a hurry, and most of the rooms that are snapped up have certain problems. A common problem is that the front office has assigned the required room number, but during the inspection, the housekeeping management staff discovers that the requested room has some problems that cannot be solved at the moment, and it takes a long time to change rooms. It is not allowed to the extent that it affects the quality of the guest rooms and guest satisfaction. This issue is not difficult to resolve with sufficient consultation in advance.

7. Strengthen safety awareness training to prevent various accidents

The engineering department staff will organize training on electrical appliances and fire-fighting equipment for guest room managers. All managers are required to do so in their daily work. Pay attention to preventing unnecessary loss of water resources, pay special attention to fire hazards, and report promptly if construction units use open flames on floors. In addition, it is necessary to enhance the awareness of anti-theft. You should call the guest in advance to ask if you can receive visitors to avoid the situation where the service staff is overly enthusiastic and opens the door for others casually. Keep records of suspicious persons found and strengthen contact with the security department.

How to be a good foreman in the hotel room department

First of all, as a foreman, you should pay more attention to your employees. The distance between the foreman and the employees is the closest, and the specific executors of the entire service are the employees. We can only regard them as our brothers and sisters. We can only continue to care for them, help them, and let them regard themselves as the most trustworthy friends. Our The work can be completed more smoothly. At work, we must keep abreast of employees' ideological trends. While strictly managing, we must fully mobilize employees' enthusiasm, inspire their confidence, and let them see that our future is bright; we must help them establish the concept of "the store is prosperous and we are proud." ", the shop is failing and I am ashamed", and strengthen their dedication and professionalism. At the same time, we should reasonably arrange the work of each employee, because employees have different qualities, personalities, and abilities. We should try our best to adapt to each employee's work. Arrange suitable jobs for different situations, so that "people can make the best use of their talents" so that every employee can give full play to his or her strengths.

Secondly, we should have real hands-on ability, rich management experience and professional service skills. We cannot force employees to obey you with a commanding tone, but we should lead by example, guide them with professional customer knowledge and high-quality services, take the lead in everything, identify problems for employees, and solve problems in a timely and reasonable manner. It is necessary to understand the needs of guests at any time, and then provide personalized services according to the requirements of guests, and continuously improve service quality. At the same time, we should pay close attention to on-the-job training. There are many small services and service skills that cannot be learned in pre-job training. We can only teach employees step-by-step and face-to-face during actual operations to train employees' flexibility and adaptability. Focus on training on polite language and behavior, striving for everyone to master and use service skills proficiently, strive for more repeat customers, and create better economic and social benefits.

Furthermore, we should have a sense of sales, and there must be a sense of cohesion between employees and between departments. That is, while our employees are doing their jobs well, they should introduce us to guests in a timely and appropriate manner. various other services. At the same time, we should teach our employees to maintain the image of the hotel at all times and not to do anything that damages the image of the hotel. We should also promote the hotel more while working, because the employees themselves come from different places and different classes. A kind of advertisement, their words directly affect the image of the hotel to a large extent. As foremen, in addition to strict demands on our employees, we should also hold ourselves to high standards and lead by example. An ancient saying goes: If you want to do something, you have to do it first; if you want to stop it, you have to stop it first; if you want to blame others, you must first blame yourself. Whatever we ask our employees to do, we must take the lead and do it better. Only in this way can our foreman have prestige and be able to educate our employees. As a grassroots manager, we should focus on management. If you only know how to do things but not manage, you will never be a good foreman. We should manage our employees well while doing things and be a good and competent foreman!