Room Attendant Workflow

In the hotel room department, in addition to the room supervisor, the room attendants are constantly dealing with customers. So what are the workflows of this busy work at the grassroots level? The following is the workflow information of a room attendant in a hotel for reference.

Housekeeping department work flow and standards

1. Room status check

Room status check refers to the premise of applying the hotel management software system. Check whether the room status in the hotel management software system really corresponds to the actual room status in the guest room. The verification time is divided into three time periods: morning, noon and night, based on the impact of the guest's departure on the room status change.

1. The room status check time is three times, namely: 8:00 am, 14:00 pm and 18:00 pm;

2. 8:00 am and 14:00 pm : 00 and 18:00 in the evening, the time periods for checking room status information are respectively:

1) 18:00 the day before? 8:00 the next day

2) 8:00 the same day -14:00

3) 14:00-18:00 on the same day;

3. The housekeeping center and the staff on duty must refund all guests’ deposits during three time periods. The room and other information should be clearly written in the "telephone record book" and "handover book" so that the next group of people can clearly understand the basic dynamic changes of the room;

4. According to the recorded information and handover situation? Fill in the room status check form?;

5. Fill in the corresponding unit, number of room types, check-in and check-out time and room number in the form;

6. Check with the front office department at the specified time;

7. When checking the room status, correct problems in a timely manner; and feed back the problems to the room attendant in a timely manner so that various service tasks can be completed;

8. When checking the room status, the housekeeping center staff must check it in person;

9. After confirmation by both parties, the signature will take effect.

2. Day shift and night shift waiter procedures

(1) Day shift waiter

The main job of the day shift waiter is to greet and see off guests safely, accurately and timely. Guest service; ensuring the safety of the floor. Their work content is:

1. Sign in to the duty room on time when going to and from get off work, attend the morning meeting, and go to the duty room to receive room cards, keys and cleaning reports;

2. Pay attention Notices posted in the duty room;

3. After arriving at work, hand over various service matters and remaining issues, especially the handover of keys and VIP rooms;

4 , Responsible for the foreman, complete the work assigned by the foreman, pay attention to close cooperation with relevant positions, and do a good job in service;

5. Responsible for the inventory, storage, handover, and delivery of linens, cups, etc. Work;

6. Responsible for welcoming guests and providing room service in a timely manner; providing guests with various transportation services accurately, timely and safely;

7. Responsible for keys 8. Complete a certain number of room cleaning and planned sanitation and small tidying up of VIP rooms; do a good job Reserve linens, replenish work cart items, and keep the work cart clean;

9. Maintain good hygiene in the workroom and public areas, and maintain hygiene between 11:00 and 12 noon every day: 00 and afternoon after the cleaning work is completed, vacuum the corridor floor once each; work with other classes to thoroughly clean the disinfection room and public area sanitation every Sunday

10. Responsible for maintenance rooms and visiting rooms Supervision work and safety work;

11. Responsible for checking and cleaning the rooms of departing guests, responsible for collecting and returning the guests’ laundry, and checking the quality and condition of the laundry according to the laundry list Quantity and other conditions;

12. Do a good job in handover work with the night shift staff and complete the "cleaning report".

(2) Night shift waiter

The main job of the night shift waiter is to greet guests, provide timely services to guests, and ensure safe work. Their main work contents are:

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1. Sign in to the duty room on time when going to and from get off work;

2. Pay attention to the notices posted in the office;

3. Accept the foreman's instructions and complete the assigned work;

4. Complete the handover of various matters with the day shift attendant and the handover and storage of guest supplies;

5. Responsible for providing guest room service and turndown service And the work of distributing night desserts;

6. Check and clean the rooms of departing guests;

7. Responsible for the supervision of the maintenance room, and carefully check whether the door is closed before going to work. , if there are any abnormal situations, they need to be reported and handled in time to the supervisor to ensure safe work at night;

8. Responsible for completing the "cleaning report" and other work;

9. Responsible Go to the front desk to collect and return the key to the permanent office in time, do a good job of cleaning, and record it;

10. Keep the disinfection room, public area, duty room and work vehicle clean .

3. Cleaning procedures (room cleaning procedures)

1. Follow the guest room procedures

Clean and organize the guest rooms that the guests have just checked out. , called guest room cleaning.

1.1 Enter the room

Open the door and enter the room according to the room entry procedure, and keep the door open until the guest room is cleaned;

a. Turn the work truck sideways Place it at the door of the guest room, adjust the position, and the opening of the work cart faces the room;

b. Open the curtains, open the windows and adjust the air conditioner;

1.2 Remove the bed according to regulations, and move the bed Put the removed linen into the linen bag of the work cart, bring in the same amount of clean linen and put it aside for later use;

1.3 Organize the utensils

a. If the guest is there After eating in the room, put away the tableware and send it to the corresponding department after the room is OK;

b. Empty the debris in the ashtray into the trash can and put it in the bathroom for washing. When cleaning the ashtray, you must check whether cigarette butts and matches are extinguished (do not pour them into the toilet).

c. Place used tea sets, cups, etc. in the bathroom for washing.

1.4 Pick up the garbage

Put the garbage in the trash can together with the garbage collected from the table, floor and other places into the garbage bag of the work vehicle, and wipe the inside and outside of the trash can at the same time. , replace with a clean garbage bag and return the trash can to its original location. Collect magazines and newspapers in the room, evacuate the room, and dispose of them as garbage or leftovers;

1.5 Clean the bathroom

1) Enter the bathroom, turn on the ventilation fan, and put the toolbar on The bathroom is a suitable location for working;

2) Flush the toilet with water and spray toilet cleaning agent into the toilet. Be careful not to pour the cleaning agent directly on the glaze; remove the used linen and put it away into the linen bag of the work vehicle;

3) Remove the garbage, put it into the garbage bag of the work vehicle, and replace it with a clean garbage bag;

4)4) Ashtrays, tea sets, cups, soap dishes, etc. should be cleaned and returned to their original places;

5) The rags required for scrubbing the three cylinders and the floor should be prepared separately or washed and wrung out, and placed on Set aside for later use;

6) Clean the "three cylinders", making sure there are no stains or water marks;

7) Use the prepared dry and wet rags to clean them in order Dust the bathroom;

8) Replenish low-value consumables and other guest supplies according to hotel standards;

9) Clean the bathroom floor;

10) Check if there is anything missing;

11) Take out the toolbar and turn off the lights and ventilation fans.

1.6 Make the bed according to the prescribed procedures and return the bed to its place;

1.7 Dust the room in a certain order so that no omissions or duplications are made. At the same time, check whether the guest supplies that need to be replenished in the room are complete, whether the facilities and equipment are normal, and whether there are any items left by the guests;

1.8 Replenish the room guest supplies in accordance with hotel regulations and their quantities;

1.9 Vacuum

Vacuum from the inside out, paying special attention to the blind corners of the room, on the sofa, behind the curtains, at the bottom of the bed, etc.

After vacuuming, return the furniture to its place, then close the doors and windows, close the gauze curtain, and put the vacuum cleaner at the door;

1.10 When exiting the room, look around the room to check if there is anything missing. If so, It should be handled in time;

1.11 Turn off the lights and electrical appliances and exit the room;

1.12 Fill in the cleaning report.

2. The workflow of cleaning rooms with guest rooms

The cleaning order of guest rooms is the same as that of departure rooms, but attention should be paid to:

< p> 2.1 When entering the guest room, you should strictly abide by the relevant regulations;

2.2 When cleaning the guest room, the guest’s documents, newspapers, books, etc. can be sorted slightly, but they cannot be misplaced, and they are not allowed to be opened. Look; guests' belongings such as cameras, wallets, notebooks, etc. cannot be touched at will;

2.3 Check the items in the guest room, including whether hotel property such as towels and towels have been moved or lost;

2.4 Valuable items must not be moved, and should be reported to the foreman immediately to make a record of the location and quantity of the items;

2.5 When cleaning the guest room, if the phone rings in the room, in order to respect the guest's use of the room, To maintain the privacy of guests, we cannot answer the phone;

2.6 When there are people in the room, we should respect the opinions of the guests and adjust the temperature of the air conditioner;

2.7 If the guests come back when the room is being tidied, Guests should be politely asked to show their room card, and after confirming their identity, ask for their opinions to organize the room;

2.8 Pay attention to replenishing guest supplies.

3. The cleaning work process of empty clean rooms

It is the same as the procedure for staying in guest rooms, but attention should be paid to:

3.1 Enter the room according to the prescribed procedures;

3.2 Slowly push the door open and start cleaning, focusing on inspection and wiping dust;

3.3 Drain water from the bathroom toilet, flush the floor drain to remove odors, and wipe floating dust from the bathroom (bathtub faucet, shower nozzle partition Rusty water should be drained once every two or three days, and cleaning and drying should be done);

3.4 Check the room facilities and equipment, check whether there are spider webs on the ceiling, whether there are insects on the ground, turn off the lights and close the door;

3.5 If there are guests (pre-arrival) on the day, adjust the air-conditioning room temperature to a suitable temperature, open the windows for ventilation, and fill out the form after leaving the room after self-inspection.

IV. Bed Making Procedure

1. Pull the bed frame pad

Stand at the end of the bed, adjust the distance according to personal circumstances, bend down and squat down with both hands. Raise the bed frame slightly and slowly pull it out, about 50 cm from the headboard.

2. Open the sheet

Grasp one end of the sheet with your left hand, lift the end of the sheet with your right hand, throw it to the edge of the bed, and open the sheet.

3. Throw away the sheet

With your hands about 80-100 cm apart, palms down, grab the head of the sheet, lift it about 70 cm high, lean forward slightly, and throw it out around the sheet. Evenly hung sheets should be centered right side up on the midline.

4. Wrapping the corners

When wrapping the bedside, tuck the sagging sheets at the headboard under the mattress; to wrap the corners, pull up the sagging sheets on the right side with your right hand and fold them with your left hand. Fold the corner part into a right angle, then pull the right corner downward vertically to wrap it into a right angle, and tuck the remaining sagging sheets under the mattress with your right hand. Each angle must be tight and right angles.

5. Set the quilt cover

Unfold the quilt cover once and make sure the four corners of the quilt are full.

6. Lay the quilt

The distance between the quilt and the head of the bed is about 30 cm, the quilt head is folded back 30 cm, and it is about 60 cm away from the head of the bed, with both sides hanging down naturally.

7. Pillow core set

The pillow core must be full and flat all around, and the pillow core should not be exposed.

8. Place pillows

Place two pillows in the middle, about 5 cm away from the head of the bed, with the mouth of the pillow bag facing the bedside table.

9. Lay the bed end cloth

Lay the bed end cloth flat at the end of the bed without deviating from the center line. The two sides will naturally droop at an equal distance, and the tail will naturally droop. It is about 1 cm away from the ground and bend down. The finished bed is slowly pushed to the headboard and aligned with the headboard.

10. Reset the bed

Bend over and slowly push the finished bed to the headboard and align it with the headboard.

5. Room maintenance work process

Doing a good job in room maintenance is a way to ensure the normal rental of the room. It can also directly reflect the quality of the room rental.

(1) OK room maintenance work flow

1. Enter the room according to the procedure;

2. Enter the room every day, open the windows, turn on the air conditioner, and carry out ventilation and ventilation

3. Use a dry cloth to wipe away the floating dust on furniture, equipment and items every day;

4. Three tanks should be filled with water for one or two minutes every day;

5. When the room is continuously vacant, use a vacuum cleaner every few days;

6. Check whether there are any abnormalities in the room. If it does not meet the requirements, it must be dealt with before the guest checks in;

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7. If the facilities and equipment are faulty, they should be reported for repair in time. If they cannot be repaired, the front office should be notified in time;

8. According to the planned sanitation conditions, the equipment and furniture in the room should be inspected. Maintenance;

9. During the period of maintenance of the room, guests are not allowed to check in or visit;

10. Check the maintenance status at any time, and notify the front office after restoring the OK room;

11. Keep records and fill in the cleaning report carefully.

(2) Vacant room maintenance work flow

1. Enter the room according to regulations;

2. Clean the room in order and check the furniture and equipment in the room etc.;

3. Turn off the TV, open the doors, windows, and curtains, clear the air, and ventilate the guest room;

4. Found equipment damage, furniture damage, etc. Imagine it and report it for repair immediately;

5. After the room is cleaned, you should check whether there are maintenance problems in the guest room. If there are any, notify the front office in time and change the room from the hotel's standard star room status management system. It is a maintenance room;

6. Low-value consumables, cotton fabrics, cups, etc. used by guests must be replaced, washed and disinfected;

7. Designated cleaning agents must be used Clean the items to avoid damage and shorten the service life of the items;

8. Disinfect the room;

9. Pay attention to the maintenance status of the room at any time, and contact the front office in a timely manner Contact the department;

10. Guests are not allowed to visit or stay in the room during the maintenance period;

11. During the maintenance period, the sanitation will work normally according to the plan;

12 . After restoring the OK room, notify the front office;

13. Keep records and fill in the cleaning report carefully.

6. Do Not Disturb Room Cleaning Procedures

1. Register the room number of the Do Not Disturb room

When the room attendant takes over, the room number will be displayed with? The room number with the Do Not Disturb sign is recorded in the duty log book. In addition, pay special attention to rooms where the "Do Not Disturb" sign has been hung since last night's turndown.

2. Keep it for now and do not do housekeeping.

If there is a "Do Not Disturb" sign on the housekeeping company, please keep it for now and do not do it until the guest. After removing the sign, check the room key with the front desk. If the guest is at the front desk, it means that the guest has gone out, you can knock on the door to get in; if not at the front desk, it means that the guest is still in the room, and you must knock again after 13:00 (according to the regulations of each hotel) Organize inside.

3. Inquiry by phone

The morning shift foreman needs to check with the person in charge of each floor between 12:00-14:00 every day as to why the room has not been tidied up, such as If the guest always hangs the "Do Not Disturb" sign, the foreman will first check with the switchboard to see if the guest is there and if there has been any explanation and movement; if it is an extended guest, check the guest habit record sheet to see if there is any record of not tidying up the room. , if there is no record, go to the floor and the front desk to find out, and then report it to the supervisor on duty.

4. Handle the matter together with relevant departments

4.1 The housekeeping supervisor on duty will handle the matter together with the assistant lobby manager at 15:00, and the assistant lobby manager will handle it first. Contact the room by phone. If the guest answers, indicate to the guest that they have been notified by the housekeeping center, politely ask the guest if the room can be tidied, and take action based on the guest's answer.

4.2 If no one answers the phone, the housekeeping supervisor will knock on the door twice and then use the master key to open the door and check inside. If a guest is encountered, the door will be locked (generally the hotel guest room door*** There are two locks. The first lock is locked when the door is closed. The second lock is after the door is closed and the guest presses the inner lock or button. It cannot be opened with a master key and requires the engineering department. Remove the entire door to prevent accidents. After the situation is resolved, the foreman will notify the housekeeper to start the tidying up work.

5. Precautions for turning down the bed

If the guest hangs out the "Do Not Disturb" sign when turning down, the housekeeper must record it and report it before leaving get off work (along with the delivery service) Returning guest clothes) should be handed over to the night shift foreman. The night shift foreman must go around once an hour. If the sign is retrieved, he will knock on the door and enter to deliver the guest's clothes and turn down the room. If the "Do Not Disturb" sign is always hanging, the night shift foreman will ask the night shift foreman to pay special attention to the condition of the room during handover, and Keep patrolling every hour, and when the night shift foreman gets off work, he will hand over to the morning shift for continued attention.