The main job of the hotel housekeeper is:

1. Responsible for checking the historical information of the guests, knowing the arrival and departure time, arranging gifts before the guests arrive at the hotel, and doing a good job of welcoming the guests when they arrive;

2. Be responsible for the patient rounds before the guests arrive. Before the guests arrive at the hotel, do a good job of checking the guest room and preparing the dining room, prepare the guest room gifts, guide the guests to the guest room and introduce the guest room facilities and special services in a timely manner. Provide welcome tea (coffee, juice), and provide luggage unpacking or packing services for guests;

3. Work closely with the front desk departments to arrange the cleaning and tidying of guest rooms, turndown service, inspection of pre-meal preparation and dining service, so as to ensure that the guests' needs are met in the first time;

4. Be responsible for ordering and dining in room catering service, providing free fruits and newspapers of the day, collecting and returning guest clothes, and arranging services such as wake-up, dining and car use for guests;

5. Consult the opinions of the guests during their stay in the hotel, understand their consumption needs, and coordinate with relevant departments to implement them in time to ensure that the needs of the guests can be solved and arranged in a timely manner;

6. Learn about hotel products, local tourism and business information in a timely manner, and recommend hotel service products to guests in a timely manner;

7. Committed to improving personal business knowledge, skills and service quality, maintaining good communication and coordination with other departments, and providing high-quality professional services to guests 24 hours a day;

8. provide conference and business secretarial services for guests, and provide other related services in a timely and effective manner according to the needs of guests;

9. Organize and collect the consumption information and living habits of the guests during their stay in the hotel, and do a good job of recording and archiving the guest history files;

11, arrange luggage for the guests before they leave the hotel, and provide taxi service to see them off;

11, strictly abide by the relevant national laws and regulations, industry norms and hotel safety management procedures and systems.

Extended information:

In China's hotel industry, butler service appeared earlier. In the late 1991s, butler service appeared in high-end hotels in developed areas such as Beijing and Shanghai. Most of these butlers received professional training from british butler and possessed high professional quality and skills. In recent years, the hotel butler service has spread rapidly across the country at an alarming speed, and almost every hotel has declared that it can provide butler service. Hotel butler service can bring customers:

1. It can bring guests high-quality service and perfect consumption experience: the division of labor of modern hotels is very clear, and the collaboration of services is increasingly strengthened, and "butler service" is to coordinate the information communication of various departments and better organize the resources integration and coordination services provided by guests in various services in the hotel. After professional butler service training, the butler can get information from the guests or other departments, transmit information or perform tasks, cooperate with the work of any department of the hotel, provide quality services to the guests, and let the guests get a perfect consumption experience.

2. bring good beer and economic benefits to the hotel: service quality is the lifeline of the hotel, which is directly related to the reputation, customers and economic benefits of the hotel. As a true portrayal of quality service, "butler service" in hotel management will not only represent the service level of the hotel to a certain extent, but also guide the direction of hotel service to a certain extent.

from the concept of "customer-centered" butler service, "butler service" pursues the full satisfaction of customers' needs, so the result of successful "butler service" is naturally to get customers' approval, get good beer and get good economic benefits. Only when hotel facilities are endowed with a vibrant service group and spirit can they have the value and significance of existence, and customers will feel value for money, be willing to patronize and become "loyal guests"; They will not only return, but also bring new guests to help us make the hotel prosperous.

3. Give the hotel the competitiveness in the face of market competition: there is fierce competition in the hotel market, and the competition is ultimately the competition of service and hardware. And "butler service" is a service form that can fully optimize these competitive elements. The maintenance of facilities and equipment is an important duty in "butler service", and the maintenance level of facilities provided by butler will directly affect the hardware level of the hotel; The "one-stop" hospitality service provided by the housekeeper shows the level of "meticulous full-time service" more vividly; Therefore, excellent butler service is a way to enhance the competitiveness of hotels.

butler service procedures

1. Before arriving at the store:

1. Know how to check the reservation, reserve the room, check the guest history record and know the guest's preferences;

2. communicate with relevant departments and follow up the arrangement of guests' preferences in time;

3. Check the condition of the room and dining room and the display of gifts two hours before arrival;

① the layout of the room conforms to the guests' preferences, living habits, hobbies and gifts;

② Pay attention to the safety of guests and keep their privacy confidential;

③ communicate with relevant departments in time to ensure that guests' preferences are respected and arranged.

2. During the stay:

1. Meet the guests in the lobby ten minutes in advance, make a brief introduction after the guests arrive, show the guests to their rooms, and introduce the hotel facilities and rooms;

2. Welcome tea and free fruit will be given to the guests after entering the room;

3. Work closely with the front desk departments to arrange guest room cleaning, tidying, turndown service, inspection of dining room preparation, ordering and in-meal service.

4. Provide in-room dining service, laundry service, wake-up call service, business secretary service, car use, schedule arrangement, newspaper of the day, weather forecast, business meeting, leisure and other services for guests every day according to their needs;

5. Observe and collect guests' preferences, and properly handle guests' opinions and suggestions;

6. Do a good job in communication and follow-up with all departments of the hotel to meet and surpass the guests' wishes;

provide meticulous and thoughtful service for in-house guests 24 hours a day;

3. Before leaving the store:

1. Grasp the departure time of the guests;

2. Arrange vehicles, wake-up service and luggage service for guests;

3. Understand the guest's satisfaction with the hotel and ensure that the guest will leave the hotel with satisfaction;

4. After leaving the hotel:

1. Manage the guest files well

① Company, position

② Contact address, telephone number and E-mail

③ Personal photos

④ Comments or complaints

⑤ Preferences for rooms, restaurants, entertainment and business

⑤ Future reservations

.

In-room dining service regulations of personal butler

1. After receiving the guest's in-room dining request, timely feed back the guest's eating habits to the food and beverage department;

2, according to the requirements of the guests, send the menu to the guest room;

3. Recommend food and drinks for the guests according to their number of meals and eating habits;

4. Feed back the guest's order menu to the food and beverage department in time, make preparations before meals and arrange food delivery;

5. After the order is delivered to the room, the housekeeper will provide services for the guests;

Precautions for butler service

1. Pay attention to the guest's address, and be able to address the guest by his name or position;

2. Does the guest have any religious taboos?

3. Tell the guests your contact information and tell them that the butler service function is to provide services for the guests 24 hours a day;

4. Pay attention to the guest's personality and choose the corresponding communication and service methods;

5. Whether the temperature, atmosphere (smell, flowers) and music in the room are properly adjusted;

6. The clothes left by the guests should be washed and properly kept;

Personal butler's special service regulations

1. Unpacking luggage: operate it after consulting customers;

2, take clothes;

3. Ironing: Ask the guests for advice and operate according to the texture and style of the clothes.

4. Matching and hanging: guests' clothes should be matched in a unified way, hung according to their categories and put in the closet.

5. Shoe-shining: implement the guest room shoe-shining work regulations

Baidu Encyclopedia-Personal butler service.