Experience of hotel guest room work

Understanding of hotel guest room work

As a housekeeping manager, he must be familiar with the work arrangements of each branch and the working procedures and procedures of each employee, and he must have the ability to guide and correct all kinds of mistakes made by employees in his work, as well as the ability to operate and demonstrate in person. I compiled the relevant information about the hotel room work experience for everyone. For reference, welcome to read.

? Experience 1

For the housekeeping manager of a star-rated hotel, many kinds of management skills have been accumulated and explored in the usual work process. Among these management skills, three management skills must be mastered by the department manager. Take my own hotel and work characteristics as an example. Simple analysis and explanation from three aspects:

1. Practical operation skills

1. Ability needed to complete employees' tasks

As a housekeeping manager, he must be familiar with the work arrangement of each branch and the working operation flow and procedures of each employee, and have the ability to guide and correct all kinds of mistakes made by employees in his work.

2. Every job should have certain operational skills.

Each division and post of housekeeping department has some particularly important operational skills. For example, when PA group makes the crystal face of marble floor in the maintenance hall, how to make the marble as bright as a mirror? In the process of making the crystal face, we must pay attention to the correct proportion of crystal powder and the grinding time, especially in the grinding process, we must ensure that the marble surface is wet and prevent dry grinding from causing serious wear on the marble surface. Therefore, as the manager of the housekeeping department, we should pay special attention to it. When making the training plan for each division of the department, we must focus on the training essentials and details. In the process of training, we should integrate theory with practice, provide more on-site training, and revise our operating procedures and precautions in actual operation.

3. Training every employee to be a skill expert in one or several jobs

Every division of housekeeping department should have a certain number of skilled employees, such as the position of a laundry tenant, which requires them to know, be familiar with and understand the fabric characteristics of various clothes, and be familiar with dry cleaning and water washing technologies. When using a dry cleaning machine, they should not only know the performance of the machine, but also know how to use the machine, and even know how to distill dry cleaning oil. In the case of special stains on clothes, the cleaning agent can be used reasonably, and the washing method of clothes can be correctly identified to ensure the washing quality of guest clothes. Therefore, as the manager of housekeeping department, we need to pay special attention to urge the laundry foreman to guide and train the correct operation and maintenance of laundry equipment and the correct use of detergents in daily management, so that laundry employees can master a variety of washing technologies and become multi-skilled employees in water washing and dry cleaning technology.

2. Interpersonal skills

1. The ability to successfully deal with people

As a housekeeping manager, you should not only have practical operation ability, but also have the ability to deal with others. If you don't communicate with colleagues and guests, you can't understand your own work results, and you won't know what shortcomings and defects your department has in its usual work. Therefore, as a successful professional manager, you should be good at uniting with everything. In this way, you can truly be a master in the workplace who has the ability to deal with anyone, and you can effectively improve the work efficiency of your department.

2. In particular, we should do a good job in training employees to deal with guests.

In the daily work of housekeeping department, front-line employees are the main body of directly facing and serving the guests. Therefore, as a department manager, we should inform the employees of the department that the products provided by the hotel to the guests are services, and the quality of service directly represents the image of the hotel. How to be detailed in the service process? It's not that you simply provide the guests with whatever they ask, but that we can think of the guests' thoughts, provide them with what they want, and give them a surprise, so that they can remember you and your hotel among thousands of people. Therefore, my understanding is that cultivating employees' high-quality service consciousness is to cultivate employees' ability to deal with guests.

3. Macro management skills

1. The ability to grasp the overall situation and recognize the relationship between the local and the whole

A star-rated hotel is composed of multiple departments. Every department can't do without the support and cooperation of other departments. For example, guests staying in guest rooms need the food and beverage department to provide breakfast service and room delivery service. The cleaning of public toilets and carpet cleaning and maintenance in the catering department area need the cooperation of the PA group of housekeeping department, so there is an inevitable relationship of contact and cooperation between departments. Such a guest who comes to our hotel will go through the check-in formalities from the reception desk-check-in-dining, meeting-meditation and fitness-check-out. What you enjoy in these processes is a process of high-quality service and a smooth process. Because I believe that this guest from our hotel is a pleasant journey and an unforgettable memory. Therefore, a clear understanding of this department and the relationship between this department and other departments of the hotel is a manifestation of a far-sighted and constructive vision that department managers must have.

2. A good department manager must have the ability to look at problems from the perspective of hotels or departments.

We must learn from each other's strengths and make efforts to make our advantages more prominent. Weak? Become excellent, our hotel is a garden-style holiday and leisure hotel with a unique geographical location, which is our advantage, so our? Weak? It must be shortened, so I summarize it as? Five up? : First, the management is standardized; The second is the level of hardware; Third, environmental characteristics; The fourth is the level of service; The fifth is marketing on the market.

in short, we can only do it in? Internal and external training? On the concept, do your homework, broaden your horizons, strengthen management, increase revenue and reduce expenses, improve service quality, and the hotel will definitely have a bright future. Experience 2

Practical nine-word formula for guest room skills

1-? Into?

Entering, literally means entering the guest room. When entering the guest room, the waiter should mainly pay attention to the following points:

(1) Knock on the door three times, three times each time, and declare the identity of the waiter.

(2) Push the door open slowly. Cleaning the cards? Hang it on the handle of the door lock and open it until the end of the work. Turn on the light and check for faults.

(3) Put the rug on the carpet at the door of the bathroom, and put the cleaning basket (or cleaning bucket) on the side of the countertop in the bathroom.

(4) Open the curtains and window screens to make the room full of light and easy to clean.

(5) Open the window room for about 5 minutes to let the air circulate in the room.

　2-? Withdraw?

　? Withdraw? , mainly to replace the used items in the guest room and dispose of the garbage left by the guests.

(1) Rinse the dirt in the toilet with water, and then spray it with detergent? Three cylinders? : basin, bathtub, toilet. Then, remove what the guests used? Four towels? Face towel, square towel, bath towel and foot towel.

(2) check the drawers of wardrobes and combined cabinets in order, and the left-over items should be handed over to the machine-team at the first time, but it is impossible to return them to the guests as soon as possible, and make records on the health daily report.

(3) Use the room trash can to collect garbage. If the cigarette end of the ashtray has not been extinguished, it must be extinguished before it can be poured into the trash can, so as not to cause a fire.

(4) Remove the used cups and add beds or tableware.

(5) Clean the bed, remove the used sheets and put them in the linen bag at one end of the cleaning car.

Steps for cleaning the bed:

(1) Remove the pillowcase

A: Pay attention to whether there are any items left behind in the pillowcase, such as watches, wallets and necklaces;

B: put the pillow on the armchair

(2), take off the blanket

and fold it and put it on the armchair;

(3), remove the sheets

A, remove the sheets one by one;

B, pay attention to whether there are any articles with guests;

(4) Remove the used sheets and pillowcases

a. Put the removed sheets and dirty pillowcases into the linen bag at one end of the cleaning car;

　3-? Shop?

　? Shop? In fact, it is to arrange the beds in hotel rooms.

(1) Operate the bed-making method according to the bed-making procedure stipulated by the hotel;

(2) The paved bed should be smooth, symmetrical, crisp and beautiful.

　4-? Wash?

after the bed is made, you should clean the bathroom first, so as to leave a certain time for the dust raised by making the bed to fall, and then use a rag to remove dust. The bathroom is the most critical place for guests, and it must be carried out in strict accordance with the operating procedures to achieve the prescribed hygiene standards. Turn on the exhaust fan and put on gloves before cleaning.

(1) spray again with detergent? Three cylinders? .

(2) dispose of waste in the wastebasket, and throw old razor blades, broken soap, used bath bottles, hair bottles, toothpaste, etc. into the trash can and throw them away together.

(3) Wash ashtrays, soap dishes and tea cups.

(4) Wash the basin and pay attention to the stains on the washbasin and faucet.

(5) Bathtub, shower curtain, use the shower nozzle to flush the bathtub and wall.

(6) Wash toilets, toilet boards and covers with marked hairballs. And pay special attention to brush the water outlet, water inlet, inner wall and base of the toilet.

(7) Wipe dry the tea cups, ashtrays, soap dishes, wiping baskets, marble tables, wash basins and small faucets, mirrors, bathroom switches, sockets, washcloths, roll paper racks, telephones, shower curtain rods, the upper wall of the bathtub, and the bathtub (shower accessories, clothes hooks, bathroom door panels, air nets, etc. should be wiped inside and outside).

(8) Wipe the toilet and its water tank with another rag.

(9) put the cleaned trash can back to its original position, and put the cleaned ashtray back to its original position.

(11) Wipe the floor of the bathroom with a special mop cloth. The cleaned bathroom must be clean, dry, free of peculiar smell, dirt, soap and water.

　5-? Wipe?

　? Wipe? , mainly to wipe some facilities in the room, and to check the electrical equipment and other facilities in the room.

(1) Wipe it from the doorbell outside the door to the inside and outside of the door frame and door, and pay attention to the wiping of the door handle and the safety map behind the door.

(2) Wipe the furniture and articles in the room clockwise (or counterclockwise) from top to bottom, and pay attention to the bottom and corners of the furniture.

Attendants should pay attention to the following items when dusting:

a. Pay attention to the difference between dry and wet rags:

Wipe mirrors, lamps, televisions and other equipment and items with dry cloths; Special dust collectors should be used for soft furniture and fabrics; Dust on wallpaper should never be wiped with a wet rag. Special attention: the gaps between various remote control panels and computer keyboards must be wiped with alcohol cotton, which can prevent cross-infection of bacteria.

B, check the electrical equipment in the room

In the process of dusting, you should pay attention to check whether there are any faults in the electrical equipment such as TV, stereo, telephone, mini-refrigerator, light bulb, telephone, etc. (especially TV, light bulb, telephone), and immediately report for repair once found, and make records.

C, except for dry cleaning, all the facilities in the room should be checked.

　6-? Make up?

do you pay attention to using the following languages in your daily work?

(1) replenish the articles in the bathroom and put them in order according to the unified requirements.

(2) The tissue paper and the roll paper should be angled, which is beautiful and convenient for guests to use.

　(3)? Four towels? Put it in order according to the specified position.

(4) Supplemental room items should be placed neatly according to hotel requirements.

(5) make up the tragedy.

the items in the room should be supplemented, supplemented and put away according to the number of varieties and escort requirements stipulated by the hotel, and the trademark should be oriented to the guests.

　7-? Suck?

　? Suck? , mainly to clean the room floor hygiene. Straighten out the wires of the vacuum cleaner first, plug in the power supply, and take the vacuum cleaner into the room before turning it on.

(1) Suck up from the window first (rooms with balconies suck up from balconies)

(2) When sucking the carpet, push the handle in the direction of the grain first.

(3) When the corner position is sucked, where there is furniture blocking, furniture should be provided first, and then reset after vacuuming.

(4) Suck the bathroom floor, and pay attention to changing the function of the mop to make it suitable for hard floors. You can't suck where there is water on the floor to prevent leakage and accidents. When vacuuming, you should pay attention to sucking the hair hidden in the cracks in the floor.

　8-? Check?

　? Check? , mainly is self-examination. After the room is cleaned, the room attendant should look around the room and conduct self-inspection:

(1) See if it is clean.

(2) Whether the articles are complete.

(3) Whether the arrangement is in compliance with the regulations.

(4) Whether cleaning supplies or tools are left.

(5) Check whether the curtains and window screens are closed.

(6) Whether the air conditioner switch is set to the proper position.

　9-? Deng?

　? Deng? , mainly the matters that the waiter needs to pay attention to after finishing the room hygiene, and make a good registration.

(1) Turn off all the lights in the room. (According to hotel regulations).

(2) Close the door gently and take it back? Cleaning? Cards.