What is night service?

Landlord, what do you mean by turndown service? There has been a lot of controversy about the necessity of turndown service in hotel rooms. In fact, the appearance and disappearance of any kind of service has its natural laws, because this is a customer-centered era, and guests will tell us what they want, like, what is redundant, or even rejected. But as long as we provide some kind of service, we should try our best to make the service achieve the expected effect and make the guests feel comfortable, even unexpected, such as turndown service.

The central content of hotel turndown service is to turn on the bed. According to the different types of rooms, the hotel regulations are different. Among them, the problem that often bothers employees is which bed to open in the standard room. Under normal circumstances, the hotel stipulates that when guests check in for the first time, they should open a standard room with a bed near the bathroom without knowing their preferences. The main reason is that the position of this bed is relatively private, and it is basically invisible when you open the door from the outside. This book is beyond reproach, but not all the guests like sleeping in this bed. For example, some guests like to watch TV, and many hotels have televisions right opposite the bed by the window, so many guests like to sleep in the bed by the window, which turns the night bed service that employees have worked hard to complete into futility.

According to the preferences of the guests, the best way for the hotel is to open a bed near the window according to the preferences of the guests if they continue to stay the next day, but unfortunately, many guests may leave the next day and cannot enjoy the personalized service provided by the hotel, leaving the impression that the turndown service is meaningless. Perhaps, after a long time, the guests came again, but due to the incomplete records of the hotel's guest history and the lack of communication and cooperation between the front desk and the guest room, the invalid service started from scratch.

Of course, there are many factors that lead to the ineffectiveness of the turndown service. For example, hotel room cleaning staff usually do not make turntables, but cleaning staff know the needs of guests best, such as what tea guests like to drink, which can be known through the consumption of tea bags; If the guest likes to eat what fruit, see what fruit is eaten and what is left; What drinks do guests like to drink, what food do they eat, whether they smoke, what brands do they like, etc. , can be learned through observation in the cleaning service. Of course, it also includes which bed guests like to sleep in. Unfortunately, however, the cleaning attendant does not provide turndown service for guests. Most hotels are full-time waiters doing turndown service, and they are all middle-shift waiters. At this time, the cleaning attendant who goes to work in the normal class has already left work. Therefore, whether the information of cleaning staff can be collected in time and passed on to relevant staff has become a key issue.

In view of this, the correct way is that the cleaning staff should not just passively clean the room, but should understand the guests' hobbies and needs through their own observation, and record some special hobbies and needs in time for other employees' reference. Therefore, managers should leave enough space at the back of each room when designing the daily report of cleaners. In addition to recording the room number, room condition, time to enter the room, time to leave the room, rental items, daily consumables added in the room, and cotton fabrics replaced, there should also be a remarks column about the special preferences of the guests. For example, we can distinguish two beds in a room. One bed near the bathroom is called bed A, and the other bed near the window is called bed B. When cleaning, the cleaner found that bed A had been used, so he wrote a in the remarks column, and wrote b in the remarks column when he found that bed B had been used. When the cleaning staff comes off work, they should submit the cleaning staff's working day report to the guest room center or the place designated by the hotel for centralized storage.

When the guest room in charge of turndown service provides turndown service to the guest waiter, you should first go to the room center or the designated place to check all the guests' personal preferences in the cleaner's working day report, including which bed you like to sleep in. And extract it into the remarks column of the waiter's working day report, and provide personalized service for the guests according to their preferences. If the guest likes bed A, he will open bed A, and if the guest likes bed B, he will open bed B, so that ineffective labor can truly become effective labor that makes the guest feel comfortable and considerate.

Personalized service is not over yet. Many hotels can provide the above-mentioned good services when guests stay for a long time. However, when guests leave and come back after a while, they will find that the above process has started again, from never knowing that guests like to open beds to considering that guests like to open beds, they will never be able to enjoy the personalized service of the hotel on the first day of their stay. The key lies in the lack of effective communication between the hotel and the guest's historical files.

Many hotels have guest history files, but the guest history files are mostly used in the front hall, only to prove whether the guests are old guests of the hotel, and are rarely used in the service. The best hotels in the world, such as the Ritz-Carlton Hotel Group, have very detailed customer history files, and the communication between departments is extremely rapid, thus creating many miracles of personalized service and making customers pass on word of mouth.

In fact, the use of guest history files is not complicated, what is most needed is the cooperation spirit of department employees. Such as turndown service, when the guest leaves the hotel, the room attendant should transfer all the information of the guest's personalized service from the room center to the front office, and input the guest history file established by the front office staff for the guest. When the guest visits again for a period of time, the front office staff will open the guest history file of the guest, not only to know whether the guest is an old guest, but also to confirm the guest registration information, so that the guest can enter the room with the key only by signing, and do a good job in personalized service in the front office. Moreover, the guest should be sent back to the guest room center in time, and the guest room center will arrange to provide personalized services for the guest, such as providing his favorite turndown service on the first day, so that the service is effective, personalized and humanized.

Personalized service is by no means a slogan, it takes time and energy to design. Only managers can attach importance to the specific design of products and services provided by hotels and make them more scientific and reasonable, can personalized service and humanized design really bring benefits to hotels and make them gain comparative advantages in fierce competition.

I hope my answer can help you. Process 1: Preparation.

1, prepare cleaning tools and work vehicles, key cards, walkie-talkies, etc.

2. Prepare flowers and small gifts when necessary.

Second, turn it on.

Enter the room according to the knocking procedure:

1. Knock on the door or ring the doorbell: knock on the surface of the door three times with the knuckles of the index finger or middle finger, three times at a time. The waiter stood in front of the door mirror with a smile so that the guests could observe.

2. Knock on the door for the first time and say, "Housekeeping, turndown service? Room attendant, can you open the bed? ) "Wait for the guest to reply. If the guest doesn't answer, knock again every 5 seconds.

Knocking on the door for the second time is the same as the first time. If no guest answers the door, take out the key and open the door gently. Keep your hand on the handle, just push the door open 15 cm, and put the key in your pocket.

4. Knock on the door for the third time and report: "Housekeeping, turndown service?" After that, if no one answers, open the door. Be careful not to push the door hard, and then insert the power card into the power board.

Third, clean the bedroom.

Open the bed according to the number of people shown in the night bed table:

1. When one person lives in a double room, the bed that the guest slept in or the bed near the bathroom shall prevail.

2, two people live in a double room, and then open one side near the bedside table.

3, a double bed for two people, both sides can be opened.

4. Take the bedside table as the center, turn 45 degrees, align the sideline with the center line of the bed and make the bed.

5, organize the pillow. The pillow should be full, the corners should be firm, the seams should be aligned and placed in the middle of the bed.

6. put gifts, flowers or in the middle of the corner of the folded quilt.

7. Slippers are placed in the middle of one side of the bed turning, and placed neatly.

Fourth, clean up the bathroom

1. Collect the garbage and sundries in the room into the trash can, wipe off the floating dust on the countertop and desktop with a rag, replenish the guest's supplies and put them in order.

2. Clean used water cups and ashtrays.

3. Put the guest opinion form, breakfast card remote control and TV program list on the bedside table.

4. Turn on the ceiling lamp and bedside lamp near the bathroom, and turn off the rest of the lights. The lights should be weak.

5. Close the window and draw the gauze curtain, which shall be subject to light tightness.

6. Clean the washbasin and toilet used by the guests and put all kinds of towels in order.

7, dry the water on the table and the ground, supplement the guest supplies.

8. The anchor towel is placed on the ground outside the shower room.

9. If there is an extra bed, add a guest item and turn off the lights. Close bathroom door at 45 degrees.

Verb (abbreviation for verb) check

1. Check the room clockwise or counterclockwise to see if it is completed according to the above requirements.

2, found that the maintenance report to the office.

3. Close the door gently with your hand and record the time in the book on the bed.