Room Attendant Work Plan 1 (I) Pre-shift Preparation Tasks
1, get off work regularly, sign in regularly, don't sign for it, don't make excuses.
2. Lead the task arrangement before opening the file to ensure the quantity and quality of tableware filling, seasoning preparation, booth setting and situation defense. And prepare all the tasks in advance. As a group, we should have an overall view, help each other and help each other.
3. Employees take a lunch break and have a rest.
(2) Welcome to class
1, warm welcome, automatic call, regular expression confrontation.
He quickly entered the post before and after class, full of energy, stuck to the sentry box, smiled at each other and paid attention to his abstraction.
When customers enter the dining table, they should automatically say "Good afternoon/good morning, Mr. Smith, how many people" and push the chair to give up their seats.
Take off the chopsticks cover, ask about the tea fire (and introduce the types of tea), and hand over the menu.
Cover the main customers with coats. If there is a child sitting in a girl's seat, pour the first cup of tea for the customer.
2, noodles introduction, automatic recommendation, be a good consultant.
Need to operate the common sense of food business, understand the estimated varieties and added varieties in the market.
(1) The organizing committee shall indicate the station number, number of people, date and time, and the handwriting shall be standardized, clear and easy to understand.
(2) The introduction dishes should be mixed with meat and vegetables, and the mouth and stomach are not easy to repeat. Please recommend the type that the kitchen produces well and the customers reflect well. The following points should be achieved: there is no need to unify the mouth and stomach, materials, cooking methods and aging devices.
(3) Divergent tools, different dishes are recommended in different places. Cooking, stir-frying and cooking dishes with less time should be explained to the host in advance, so that customers can arrange them deliberately.
(4) If the business is ambiguous halfway, the reason for returning the food must be clearly stated, and the kitchen or some kitchen leaders will call the roll to confirm that the food can be returned.
(5) Noodles should be automatically controlled to race against time, but the owner's self-dazzle should also be respected.
(6) Noodles must be repeated and handed over to the kitchen after verification.
If you can make the host think of us when he mentions the meal and think of you when he introduces the order, it means that your dumping introduction has won.
3, serving order, correct operation.
First of all, according to the noodle menu, understand the necessities of dishes, and make preparations in advance, such as knives, forks and seasonings.
(1) Hot dishes should be spread evenly (the mouth, stomach, color, vegetarian dishes, shaping and aging utensils should be put apart).
(2) At the same time, collect customer opinions and small handles.
(3) When serving, be sure to check the opposite menu (don't leave the dishes that are not on the menu, ask the leader for instructions), so that you can conduct confrontation, sign up for serving B, put them in place C, and check the dishes. When serving, pay attention to whether it is appropriate to serve the elderly, girls and the disabled, and pay attention to balance to prevent the soup from overflowing and leaking.
(4) pay attention to wine, fire, drink, step down, and then open it in front of the owner.
(5) All dishes with ingredients should be served with ingredients before serving.
(6) Make a clear handover with the host at the end of serving (the food teacher/lady has served, please tell me if you need anything).
(7) according to the environment.
During dinner, the supply was poor.
(1) Adjust pelvis and ashtray in time. Skillful means, quick action, manipulation and defense against death.
(2) The light meal of elegant tea is static. If there are dishes that have been overtime for too long, it is necessary to automatically communicate some dishes or guide some food tips.
(3) Properly handle the contradictions and conflicts in the usual supply, touch the results of the dishes, be modest, honest and affectionate, and patiently answer questions. Remember that an ugly word makes people laugh, and a busy word makes people jump. "Li Ao is dealing with the situation without education.
(4) At the end of the light meal, the customer should check the bill and pay the bill on behalf of the customer. Do support, find and sing tickets, and make rules after paying the bill: "Thank you."
(5) When customers leave their seats, they should make farewell provisions, reminding them not to leave behind their belongings.
(3) finishing at the end of the shift
1, real-time French support according to control: (cloth, glass equipment, stainless steel equipment, restaurant supplies, kitchen supplies, countertops, etc. ) small pieces are placed in categories, exaggerating the size separation and sinking, and receiving the cup washing room and the dish washing room in real time.
2. Operate according to "Duty Task Proportion Requirements". Check the "hidden danger of water seedlings" to be safe and alert.
In the process of welcoming all works, the tray is used for confrontation. If you want to patrol Taiwan spontaneously and habitually, you always want your customers' light meals to be static and held, that is, real-time automatic service. We should be agile, flexible and resourceful. In your spare time, you should bring more customers and establish excellent relationships.
Fight against the rules, stop operating, be full of energy, smile, do your duty, abide by the restaurant task rules, and be a qualified and good employee.
Work plan of room attendant 21. Basic requirements of this course training:
1, learn about room products.
2, master the room cleaning service specification requirements.
3, master the room reception service specification requirements.
4. Learn the basic etiquette of using room service.
5. Establish safety awareness and master basic preventive measures.
6. Be familiar with the comprehensive knowledge of tourism, transportation and scenic spots in Liaoning.
7. Master standard Mandarin and insist on serving customers in Mandarin.
8, master the room service work commonly used English, and can simply answer.
Second, the training requirements and contents:
Training requirements:
1, which can describe the types of guest rooms and their equipment and supplies.
2. Understand the basic tasks of housekeeping department.
3, clear room attendant's job responsibilities and quality requirements.
Training content:
(1) Types and characteristics of guest rooms
1. Rooms of various types and functions
2. Facilities and equipment.
3. Type, quantity and arrangement of room supplies
(2) Organization and tasks of Housekeeping Department
1. Organization and post setting of housekeeping department
2. The basic tasks of housekeeping department
Three, room attendant job responsibilities and quality requirements
1, job responsibilities of room attendant
2, room attendant quality requirements
Room attendant work plan 3 trains employees' observation ability, provides personalized service and builds service brand. With the development of the industry, the management concept and service concept of the hotel industry are constantly updated. It is not enough to satisfy customers, but also to make them unforgettable. This requires providing personalized services on the basis of standardized services. Hotel service pays attention to "thinking what guests think and being anxious about what guests are anxious about". Service personnel should pay attention to R observation, try to figure out the psychology of the guests, and provide services as quickly as possible when the guests have not said their requirements, so they often say, "I just want to sleep, just send a pillow." Imagine if customers will never forget such service. The department will focus on training employees how to provide personalized services according to the living habits of guests. In daily work, by encouraging training, system standardization and training rewards, it will become the conscious action of employees and promote the improvement of overall service quality.
Encourage training: The department will train the waiters who are outstanding in their work and well received by the guests, so as to raise their service awareness and quality to a higher level, base themselves on their posts and strive for first-class service. Department managers strengthen on-site management in their daily work, look for typical examples of personalized service from front-line services, and carry out and summarize them into files.
System standardization: typical cases will be popularized and constantly supplemented and improved in practice, thus forming systematic and standardized data as a standard for measuring service quality and realizing the transition from fuzzy management to quantitative management.
Training reward: the sorted materials can be used as training materials, so that new employees can understand the work requirements and learning objectives from the beginning, and old employees can find the gaps through comparison, make up for the deficiencies and improve their understanding. For employees who have made outstanding achievements in their work, the department will commend and reward them in various forms, so that employees can form a good atmosphere of scrambling and making contributions. The core of business lies in creating products, and the core of hotels lies in creating services. In daily service, employees are required to provide "five hearts" service according to the simple, convenient, fast, sensitive and high-quality service standards.
Jane: Work procedures should be as simple as possible, work instructions should be as simple and clear as possible, and feedback should be concise and to the point.
Convenience: make guests feel convenient everywhere from entering the store to leaving it.
Speed: We should meet the needs of guests as soon as possible.
Jie: The waiter should be quick-witted, understand and respond to the guest's behavior quickly, and then provide good service: the guest should feel "value for money" after receiving the service.
Things are hotel products, that is, services
Five-hearted service: meticulous service to key guests, wholehearted service to ordinary guests, considerate service to special guests, patient service to picky guests and enthusiastic service to difficult guests.
Transformation of peripheral greening environment, change of indoor greening varieties Since the hotel terminated the contract with Xingyuan Greening Company at the end of June 10, the peripheral greening has been managed by pa employees themselves. Due to the lack of technology and experience, some green plants have not been well maintained, and there is little rain in Hainan this year, which has caused the phenomenon of dying. Next year, we will replace dead plants, plant as many flowering plants as possible, and replant some southern fruit trees in the periphery to add some joy to the hotel. At present, there are problems of single indoor plant species and low grade in hotels. Contact the appropriate greening company next year and reach an agreement to completely solve this problem.
Replacement of guest supplies on business floor At present, after the renovation of the guest room on business floor, guests are given a higher grade, but the guest supplies in the room have not been replaced, and the grade is average and very uncoordinated. It is planned to replace the guest's articles on the business floor, such as changing the tea bag into bulk tea, and changing the packing box of toiletries into an environmental protection bag to upgrade the room grade.
Reducing service links and improving service efficiency is an important part of service, and many complaints are caused by low service efficiency. Any requests and services put forward by guests are expected to be solved as soon as possible, rather than being pushed around by others, so it is imperative to implement "one-stop" service. After the guests check into the hotel, they don't know all kinds of service numbers. Although we made a small phone note on the phone, most of the guests didn't read it carefully. When they need service, they will pick up the phone and dial a phone number at will. The phone keeps turning, which is very inconvenient for the guests and greatly reduces their satisfaction with our service. Our department will improve service efficiency by reducing service links.
Work plan of room attendant 4. Step by step training, improve the comprehensive quality of all employees and managers in the department, with specific performance.
(1) Employees' service attitude, business skills, service efficiency and politeness.
(2) In view of some bad habits in past management, standardize the management consciousness of all managers.
(3) pay attention to ideological education, so that each employee can increase their professionalism and enhance their sense of responsibility.
Second, formulate departmental service quality inspection system and reward and punishment system, find more problems in the inspection, and make rectification according to the problems, so as to make the work more perfect.
(1) Develop personalized service and improve service level.
(2) Every week, the regional foreman checks each other.
Inspection contents: employees' gfd, courtesy, service quality, hygiene quality and fire safety awareness.
(3) Weekly inspection by supervisors and managers.
(4) Statistical examination results.
(5) The worst area for two consecutive times will be given appropriate punishment.
Third, increase the sales of drinks in the guest room mini-bar.
In view of the fact that the average monthly sales of mini-bar drinks in 2008 is less than 65,438+05,000 yuan, the department will adjust some consumables that are not easy to sell, increase the variety of drinks and snacks, guide guests to consume and increase sales. At the same time, some unreasonable phenomena (such as not putting drinks in the room) will be rectified, and the average monthly sales of mini-bars in 2009 will reach 18000 yuan or more.
On the other hand, the face manager will strictly control consumption and make corresponding forms according to the table figures. Specially formulated:
(1) Consumable goods consumption quantity and amount table for the current month;
(2) Count the number of linen and guest clothes washed;
(3) Statistics on the quantity and amount of liquor sales;
(4) statistics of free mineral water consumption;
(5) Statistics on the number of customer claims and loss reports; Wait for the form. Find problems at any time, formulate measures at any time, plug loopholes, and control commodity consumption within a reasonable range.
Fourth, strengthen the maintenance and maintenance of guest room facilities and equipment.
Although the hotel has only been in business for more than two years, due to insufficient attention to the maintenance of guest room facilities and equipment, unreasonable decoration in some aspects, and poor quality of materials selected at the beginning, guest room facilities and equipment are seriously damaged, and there are hidden dangers, and safety accidents may occur at any time, such as: wardrobe door falling off, wallpaper degumming without maintenance, glass cracking and so on.
Room attendant work plan 5 1. Implement hierarchical management, attach importance to execution, and constantly promote the construction of departmental management system.
After the continuous efforts of several generations of managers, the housekeeping department has now formed a set of management systems and operational procedures, as well as the work plan of the hotel room supervisor. However, in the face of the increasingly personalized needs of guests, more and more post-90s employees have become the new force of service, and it is obviously not enough to rely solely on the unchanging management system and operation process. The most important thing is that managers should strengthen their sense of responsibility, optimize the management mode, effectively implement hierarchical management, implement execution, and take "quality control as the main line" as planned to do all the management work step by step.
1, thoroughly study and implement execution, cultivate a solid work style and pay attention to the effectiveness of management.
The key to execution lies in the effective execution of various tasks by managers. Their work execution directly affects the satisfaction of guests and the realization of decision-making goals. In order to improve the execution ability, the department will strive to adhere to the "three more", "three faster" and innovation.
(1), managers insist on going to the site more, paying more attention to details and caring more about employees.
(2) Managers insist on transmitting information quickly, solving problems quickly and training employees quickly.
(3) To carry out innovative work, managers must first have innovative spirit, constantly learn and update knowledge, be brave in exploration and practice management, improve in practice and improve in perfection.
2. Deepen service, improve facilities and ensure the quality of customer service.
(1), deeply understand the service, cultivate employees' service consciousness of taking the initiative to consider the guests, and develop the behavior habit of "hospitality, kindness and consideration for others".
(2) Strengthen the planning of service reception, distinguish the responsibilities of personnel at all levels, and control the quality of dynamic management. For large or important service reception work, make a detailed service work plan in advance, consider more detailed requirements, do a good job in specific division of labor and responsibilities, and clarify service requirements and post responsibilities.
(3) With the support of company leaders and the cooperation of engineering department, further improve the maintenance of room service equipment and facilities, improve customer service efficiency, and enhance the overall style and competitiveness.
3. Strengthen the awareness of throttling, strengthen commodity management, and control operating costs as much as possible. Improve the cost management control system and strictly manage the daily expenses of all employees through rules and regulations; Do a good job in the maintenance of materials and equipment, let everyone have the concept of commodity depreciation, and strengthen the effective regulation of commodity energy consumption; To put an end to the waste of all kinds of energy, every team in the department is required to shoulder the responsibility of saving lives, saving expenses and reducing consumption.
4, clear responsibilities, layers of checks, to ensure the quality of health work.
(1) and (17) In the first half of the year, it is considered to post the operating standards of room hygiene and cleanliness in the departmental workshop in the form of pictures and texts, requiring every employee to master them skillfully and implement the "three-level system" of room hygiene inspection. First, the cleaning staff should conduct self-inspection to solve the problems existing in the operation; Followed by the foreman's careful investigation, solve the problems existing in the standard, and ensure that every room is a qualified product; Finally, it is the spot check of the supervisor to solve the general problems and carry out targeted training.
5. Be vigilant, always be vigilant, and ensure the safety management quality of the department. We should always keep in mind the safety policy of "prevention first, always be alert" and the fire protection policy of "prevention first, combining prevention with elimination", adhere to the principle of "tightening inside and loosening outside", clearly understand the social security situation in Conghua area, especially around the company, and cultivate an atmosphere in which everyone is responsible for security and safety management.
6, change ideas, step by step, to ensure the quality of the maintenance department.
(1), the housekeeping department will carry out periodic sanitary cleaning in a planned way according to the law of room height, and make corresponding file records.
Second, pay attention to the needs of employees, pay more attention to employees, and constantly strengthen the construction of the workforce.
Combined with the main working characteristics of "eating together, working together and getting along day and night", all departments should always put the work of employees in an important position. Managers should advocate the work style of setting an example, do more criticism and self-criticism, strengthen communication with employees, and cultivate a good working atmosphere. Work Plan "Work Plan for Hotel Room Supervisor" should hold "employee heart-to-heart talks" regularly, consult employees' suggestions and opinions on department management with an open mind, be frank and open-minded, know everything and say everything, enhance mutual trust, and teach employees how to get along and learn to respect each other.
Third, strengthen the golden rule of human resource management, which is "salary is the reward of employees today, and training is the rice bowl of employees tomorrow", standardize employee training, do a good job in on-site training supervision, and promote post success.
(1), strengthen the basic training of new employees.
Managers of all departments and groups need to attend the training in person. Whether in theory or in practice, managers have the responsibility to make a detailed training plan, check and evaluate the training effect within a time limit, and provide targeted counseling for latecomers to ensure the standardization, systematicness and effectiveness of the pre-job training process.
(2) Pay attention to on-the-job training and do a good job before and after work.
Diligence is good at diligence, but not good at leisure. In order to maintain a good service level, on-the-job training is essential. To this end, it is necessary to hold regular team meetings, daily pre-shift and post-shift meetings, weekly summary meetings and monthly team summary meetings to strengthen communication and understanding between employees and managers, exchange information, unify thoughts, raise awareness, clarify practices, and correct and solve problems in work in time. Effectively strengthened the team building, deepened understanding, greatly improved the team's sense of cooperation, and the overall service level was better played.
(3) Adapt to the future development direction of the transformed company and do a good job in cultivating reserve forces.
Fourth, management.
(1), strengthen communication and interaction, discuss problems in daily management, improve learning enthusiasm, study business, cultivate excellent operating skills and solid work style, and further consolidate and improve the overall management level.
(2) Strengthen internal management, do a good job in quality control, strengthen the service consciousness of "details determine success or failure", establish the purpose of "customer first, service first", refine every detail of serving customers, constantly improve management operation procedures, and implement operation procedures, service standardization and management standardization into actual service management, thus laying a solid foundation for management.
(3) Continue to improve the cost control system, formulate energy-saving measures with comprehensive and scientific data analysis without affecting the opening of the department, and at the same time vigorously advocate the wind of energy conservation among the staff to make profits.
(4) Strengthen team building, organize ideological education activities for employees, enhance mutual trust, correctly handle the relationship between management and being managed, do more positive publicity, establish a good professional style, and enhance the cohesion of enterprises and the sense of belonging of employees.
(5) Strengthen the excavation and cultivation of reserve backbones, further strengthen the competitive consciousness of post success, do a good job in business operation training and assessment, control labor costs, cultivate a multi-functional and well-trained echelon staff and take the road of sustainable development.
(6) Strengthen the maintenance work.
Verb (abbreviation for verb) Other aspects
(1). Only by strengthening the study of business skills can we find the essence of the problem. I hope the company will give some excellent and advanced employees in the department opportunities to go out for training, study and observation.
(2) Strengthen quality awareness, regard the problem that is not a problem, that is, normal habits, as a problem, and react quickly at the same time. Sensitivity to problems should be strengthened, and the habit of passively rectifying problems should not be formed.
3), do a good job of communication and coordination between managers and employees, exchange views with each other. In order to seek mutual understanding, support and help each other and achieve the goal of * * * progress.
(4) Further emphasize the efficiency and smoothness of information transmission. Work instructions and tasks must be completed within the specified time, and the work should be efficient.
(5) Strengthen the rectification of repeated problems. The more difficult it is to rectify problems, the more we must find ways to resolutely rectify them.
Room attendant work plan 6 1. Strengthen cost control and establish a cost quality control analysis system.
Through the analysis and comparison of operating expenses in xx years, we think that cost control should be more detailed in terms of increasing revenue and reducing expenditure. This year, our department will establish a cost analysis and control system, requiring each team to do a good job in dose registration and comparative analysis of related cost indicators. For example, the average consumption of disposable articles in a room is more than X million yuan per month, and the daily consumption cost of disposable articles in each room is X yuan, accounting for about X of the room cost. Since June, we have asked the floors to strengthen the control of the consumption of disposable articles, and make a comparative analysis of the consumption of disposable articles every month, so as to check for missing items and fill gaps and reduce consumption cost. Pa carpet class and laundry room are responsible for cleaning carpets and linen in the whole store, and the market price of professional detergent is relatively expensive. We asked the team to compare the washing effect under the condition of controlling the amount of detergent. Different linens use different detergents. Do monthly analysis to reduce the cost of chemicals.
In xx years, the maintenance cost of our department reached xx million yuan, accounting for xx of the annual operating expenses. This year, while ensuring the normal use of guest room equipment and facilities, our department strictly controls the maintenance cost. The supervisor or foreman confirms the parts that need to be replaced, completes the use registration of the replaced parts, and summarizes the maintenance list every month to check with the engineering department, feedback the quality effect and reduce the maintenance cost.
Second, refine the responsibility and implement the foreman's responsibility system.
This year, we will strengthen the management of this department. The foreman in charge will be fully responsible for people, money, materials, work efficiency, property, equipment and facilities maintenance, customer compensation audit and other work in the area under his jurisdiction, and will be present to supervise and reduce the complaint rate. The foreman in charge shall be jointly and severally liable for the service quality problems within his jurisdiction as a reference for the monthly work quality assessment.
Third, stimulate the enthusiasm of employees and try out the employee reward mechanism.
This year, when evaluating the quality of employees' work, our department will try a new reward mechanism. On the basis of good basic assessment items such as work discipline, work attitude, obedience consciousness and service standards, the "work efficiency award-referring to accurate and quick work, basically no complaints" and "health quality award" are established, which means that the room facilities are normal, sanitary and clean, the beds are beautiful and the equipment is correct. These individual awards are used to replace the previous comprehensive scoring assessment methods, and to stimulate the enthusiasm of employees with appreciation. Rental rate is the main index of income assessment of housekeeping department.
According to the preliminary calculation, the average selling cost (excluding depreciation) of each room in our department is xx yuan, the average house price is xxX yuan, and the gross profit of selling a room is xX yuan. Through comparative analysis, we initially conceived a sales incentive mechanism for the main desk. Based on the planned rental rate in the monthly operating index, combined with the average house price, the reward amount of the front desk reception group is calculated according to the percentage of the increased operating income, so as to increase the awareness of the front desk staff to take the initiative to sell and mobilize their enthusiasm for selling houses.
Fourth, do a good job in information collection and service return visits of frequent customers.
We will pay more attention to frequent hotel guests and major customers, and gradually establish a return visit system. Regular customers and long-term guests can appropriately give greater discounts on house prices and retain old customers with preferential measures.