Is there any business trip required to work in a five-star hotel?

The work process and service standards of the housekeeping department of a five-star hotel

Section 1: The status and services of the housekeeping department

1. The housekeeping department is mainly responsible for all guest rooms in the hotel Cleaning and maintenance work, equipped with various equipment, providing a variety of daily necessities, and providing a variety of services to meet the needs of guests in all aspects, creating a clean, beautiful, comfortable and safe ideal accommodation environment for guests.

1. The status of the housekeeping department

2. The service and management level of the housekeeping department affect the hotel's reputation and room occupancy rate

3. The housekeeping department is the hotel's An important department that reduces material consumption and saves costs

4. The revenue from the housekeeping department is an important source of economic income and profit for the hotel

5. The housekeeping department is the hub that drives all economic activities

p>

2. Business characteristics of the guest room department

● The business process is both productive and service-oriented

● Randomness and complexity

● High requirements for privacy and security

3. The main tasks of the housekeeping department

4. The relationship within the housekeeping department and with other departments

5. The housekeeping department Organizational structure

Organizational structure of the guest room department of Xianshike Yingbin Hotel:

Guest room manager ----- Guest room supervisor ----- Foreman of the guest room - -----Floor Attendant

--------Assistant Lobby Manager------Front Hall Foreman------Front Hall Attendant

Section 2 Room Products and Services

Section 3 Requirements for Customer Service

Section 4 Job Responsibilities of Each Position in the Room Department

House Room Manager

1. Accept the supervision of the housekeeping manager and be directly responsible to the housekeeping manager.

2. Supervise, guide and coordinate the daily work of the housekeeping department.

3. Regularly calculate the consumption of various items and strictly control the loss of daily necessities.

4. Inspect the public areas of each floor, check employees' work attitudes and performance, and conduct work evaluations.

5. Organize and host weekly foreman meetings, listen to reports and arrange work.

6. Check the work efficiency of the foreman, strengthen the working relationship between departments, and establish complete work files.

7. Communicate with the front desk department to understand guests’ opinions and suggestions on guest rooms.

8. Supervise foremen and evaluate the work attitudes and performance of their employees.

9. Liaise with the engineering department to formulate regular maintenance plans for guest rooms.

10. Responsible for the daily administrative management of each team.

11. Take the initiative to contact guests and accompanying personnel, understand the characteristics and requirements of guests, and establish guest history files.