First, prepare lessons
1, dress according to regulations, wear work cards, arrange gfd, arrive at the post ten minutes in advance, and prepare for succession;
2. Attend the briefing seriously and know the work of the day like the back of your hand;
3, ready to work car, put away the cotton goods and consumables to be replaced on the car every day, the room at the door of the work car should be cleaned, the goods on the car should be neatly packed, easy to take, not dirty, and keep the car curtain and broken bag clean and undamaged.
Second, the post work
1, according to the daily life of the guests, clean up the area in time;
2, health work should be carried out in strict accordance with the operating procedures, health tools should pay attention to maintenance, shall not be mixed;
3. Seriously implement the disinfection system for tea sets and sanitary ware. After disinfection, tea sets and sanitary ware should be sealed to prevent re-pollution.
When cleaning the room, it is forbidden to touch the guest's belongings. When it must be moved, it should be restored to its original state. After cleaning, pay attention to lock the doors and windows to ensure the financial security of the guests;
5. The general order of room cleaning is as follows: rooms that guests verbally propose to clean, rooms with "Please Clean Immediately" signs on the doors, rooms of key guests, rooms of ordinary guests, guest rooms and vacant rooms;
6, cleaning the room must be carried out in accordance with the operating procedures, the specific approach is:
(1) Knocking: Push the work car to the door of the room to be cleaned, stand up straight, knock on the door three times with your middle finger, and sign up as a "waiter". Knocking on the door should be moderate, not too light or too heavy, which makes people feel impolite. If there is no answer in the room for three or four seconds, knock three more times and open the door with the key. After opening, push the door open by a third and knock three times (if you find the guest sleeping, you don't have to knock on the door to inform you, you can't enter the house, and close the door gently. If you are disturbed, apologize, exit the room and close the door; If the guest is in the room, ask him politely immediately if he can work and provide the required services.
(2) Pull: When cleaning the room, you must first open the curtains and open the windows. When drawing curtains, check whether the curtains are unhooked or damaged. If the room smells, spray air freshener.
(3) pour: empty the ashtray and trash can. When emptying the ashtray, pay attention to whether the cigarette ends in the ashtray are extinguished to eliminate hidden dangers. Be careful not to pour cigarette butts into the toilet, and pay attention to the handwriting of the guests in the guest room newspaper or other paper.
(4) Withdraw: Take away the used dirty cups, replace or brush them in time, and notify the food and beverage department if there are tableware in the guest room. Remove the sheets, quilts and pillowcases, put them in linen bags and put them back in the room. If the linen is damaged, return it to the warehouse in time.
Pay attention to the following three points when withdrawing the bed:
< 1 > If the bedclothes such as bed sheets are found to be dirty and the guests can't wash them off, please remind the guests politely and claim compensation according to regulations;
< 2 > Pay attention to whether there are guests' clothes when making the bed, and whether there are small items left by the guests when laying the pillow, such as watches, earrings, rings, etc.
< 3 > it is not allowed to leave scattered sheets and other items on the ground.
(5) Bed-making: one guest is disinfected and replaced, and then bed-making procedures are followed. The specific procedures are as follows:
<1> First, pull out the bed, about 40cm away from the headboard, which is convenient for operation, and check whether the bed is damaged;
< 2 > check whether there are hairs and stains on the anti-skid pad, replace and tidy it up in time, level the four corners of the anti-skid pad and put the rubber band under the mattress;
< 3 > The film laying link includes film throwing and positioning;
〈4〉 When making the bed, pay attention to the flat sheets, and put the quilt and pillow in a line.
(6) Wipe the dust; To wipe the dust, you should prepare two rags, one dry and one wet, one household appliance and one furniture, and two broken pillow bags for cleaning the mirror. Dust cleaning should be carried out clockwise or counterclockwise indoors, and the order is from top to bottom, from inside to outside, and then cleaned in order to avoid missing items, and the action should be dexterous. When cleaning a piece of furniture and equipment, check one item. The order is:
<1> clean the door and frame first. When cleaning the door, clean the door panel, door frame, facade and door lock, and check whether the door lock is abnormal, and wipe it inside and outside to prevent dust from accumulating over time and keep the door clean as a whole;
< 2 > skirting board: brush the skirting board conveniently wherever dust is rubbed;
< 3 > wardrobe: a horizontal bar is arranged at the upper end of the wardrobe, and two clothes hangers are placed;
〈4〉 There are two sets of quilts under the cupboard. If the guest has more clothes, the surface hygiene can be cleaned, but be sure not to make the guest's clothes dirty and messy; If a guest hangs wet clothes, take them back to the bathroom in time. If you go to the guest room, clean the hanger rod, wardrobe and the upper and lower layers of hangers, and check whether the hangers are complete and damaged.
< 5 > the power control door should also be wiped clean with a dry cloth, and check whether the patch panel is loose or abnormal;
〈6〉 The luggage rack is aligned with the front end of the desktop TV cabinet with the same spacing. If there is luggage in the guest room, in principle, do not move the guest's luggage, but wipe off the surface floating soil. If you go to the guest room, you should pull out the luggage rack a little and clean the surrounding area.
〈7〉 Desk: Guests' documents and drawings are placed on the desk in the guest room. Don't move when you wipe, just wipe the dust around. If there are any guest items, gently pick them up, wipe the dust and put them back in place. Be careful that waiters are never allowed to browse guests' belongings at will. If you go to the guest room, whether you go to the guest room or stay in the guest room, you should thoroughly wipe the desk from the inside out, including the drawers.
〈8〉 Square stool: The square stool is placed inside the writing desk, and the center line of the drawer is placed symmetrically. Wipe around the square stool and pay attention to whether the square stool is loose.
< 9 > TV: Wipe the TV with a dry rag. If a guest wants to say "sorry" to the guest, turn off the power and wipe it again. If the guest says "no", everything will give priority to the guest. If you go to the guest room, you should wipe the TV before and after, especially in dusty places and TV rotating discs, and put the remote control in a conspicuous place next to the TV.
<10 > Window sill: When cleaning the window sill, clean the inside and outside of the window sill, including window slots, guardrails and screens. After cleaning, close the window and make sure there is no cloth.
<11> Window headlights: Turn off the lights first, and then clean the light bulb, lampshade, lamp post and lamp holder in turn with a dry rag. Be careful not to twist the light bulb.
<12 > headboard: When wiping, be careful not to let the wet rag touch the wall. If you don't pay attention, the wall will turn black after a long time, which will affect the beauty of the whole room.
<13 > bedside table: When cleaning, first pull out the bedside table for a certain distance, so as to check whether there is anything dropped at the back, which is convenient for cleaning dust. Clean the upper and lower floors carefully.
<14 > mural painting: the mural painting in the room is higher than the ground, so you should step on something to wipe it, but you must put newspapers under your feet, not on the furniture. Just clean the glass surface and the frame.
<15 > trash can: the trash can should be aligned with the side of the writing desk. Finally, the trash can should be cleaned inside and outside and put away according to regulations.
(7) Make-up: Make-up is to count the number of items missing in the room after cleaning, and bring them all at once to avoid forgetting or going astray.
(8) Observation: Turn on the switch, report for repair in time if it is broken, look around the room to see if there are any loopholes and nonconformities, and correct them in time.
(9) Lock: Finally, exit the room and lock the door, and check whether the door lock is faulty and flexible to use.
(10) Boarding: Fill in the form, clearly fill in the time for leaving home and going to work according to the regulations, and be careful not to miss the registration time and make up the time indiscriminately.
Summary: The standard of room hygiene should be: the room, furniture and equipment are dust-free, the floor is clean without sundries, the walls are clean without dirt, the glass and mirrors are free of stains, and the room is clean without dead ends;
Pay attention to the daily maintenance of room equipment, know all about the equipment in the health area under its jurisdiction, check it regularly, handle problems in time when they are found, and report the equipment to the leader regularly;
Responsible for washing all kinds of cotton fabrics on this floor. Daily laundry times should be accurate. If there is any problem, hand it over in time and report to the leader.
7, cleaning the bathroom procedures and specific practices:
(1) On: After entering the bathroom, turn on the light, turn on the exhaust fan and flush the toilet;
(2) Take back: Take back the used cotton fabrics, count the quantity to see if there is a shortage, and take back the used cups (if staying in the guest room, guests should not touch the toothpaste, toothbrush and other items inside). If there is a clothes rack in the guest room bathroom, put it back in the closet and put the garbage in every corner of the bathroom in the trash can.
(3) Scrubbing: Wash and disinfect the washbasin, glass countertop, toilet and floor respectively with special cleaning agent and disinfectant, and then clean the bathroom wall with cleaning agent. (Washing liquid for basins, countertops and walls, toilet cleaner for toilets, decontamination powder for floors, with a ratio of 1: 5, and washing liquid ratio of 1: 1) Cross contamination is prohibited;
(4) Wipe:
← 1 \8595; Dry and polish the washbasin, glass countertop and toilet with special rags respectively. Pay special attention to the stainless steel items in the room. There must be no water stains, so it must be polished. Also, pay attention to the water outlet must be free of stolen goods and the water flow is smooth. Wipe the toilet from the inside out and dry it layer by layer (including toilet seat, seat plate, cover, back of toilet, water tank, etc.). );
< 2 > To clean the wall, clean every corner of the bathroom, especially the back of the toilet, the bottom of the back and the back door;
< 3 > to clean the mirror in the bathroom, please use a wet rag and a clean pillowcase. If some can't be wiped clean with a rag, beat them with liquid medicine first, and then rinse them. Polishing requires no water stains and flower prints;
〈4〉 Wipe the bathroom, door, shower curtain rod, door handle, shutter under the door, three towel racks and bathroom roof with a rag;
(5) Supplement: There are two shower gels, two shampoos, two shower caps, a cotton swab, two combs and two toothbrushes on the glass table. Put the two cups together and cover them. Put the toilet paper roll on the crossbar of the finger box, pull it out and fold it into a triangle with two towels. Pay attention to fold the towel vertically and put it on the towel rack when putting it in. Two cups are the same, and the raw edges are the same. Put two bath towels, first fold the bath towels horizontally, then fold them vertically, with the edges facing outward and the burrs facing inward;
(6) Wipe the bathroom floor thoroughly from the inside out with a wet rag, and then wipe it thoroughly with a rag, paying special attention to the place behind the toilet and under the countertop;
(7) Observation: Finally, see if there are any loopholes around the bathroom door, and then close the door at about 45 degrees;
(8) Registration: fill in clearly according to the actual use;
Third, the problems that should be paid attention to in cleaning and hygiene
1, you can't use the guest towel as a rag;
2. When littering, don't litter the guests' things;
If you find that there are few cotton cloth and cups in the guest room, you should ask the guests in time. If the guest is absent, hand it over to the next shift;
4. If you find any engineering problems in the bathroom, you should report to the engineering department in time. If it is too late to repair, you must save the broken things so that they can be repaired in time, and you can't throw them around.
The sanitary standard of the bathroom should be: the glass table, basin and bucket should be clean and bright, hairless, rustless and waterless, the ceramic tile wall should be free of dust and stagnant water, the lamps should be free of dust, the cups should be waterless and alkaline handprints, and there is no dead corner on the ground.
finish work
1, after all the work is cleaned, carefully write the work report;
2, completes the handover work, strictly implement the system of succession;
3, after the handover, ask for instructions after the approval of the leadership, can leave the work area;
4. Change clothes immediately after work and leave the work area.
Four, the night shift service personnel responsibilities
1, night shift responsibilities:
(1) After the shift, carefully verify the guest's status and truthfully fill in the guest room status form (the front desk makes rounds twice a night);
(2) Stick to your post, don't leave your post, don't do things unrelated to your work, don't sleep, make regular inspections, make regular inspections, and pay attention to guest activities. Illness, excessive drinking, excessive drinking and other abnormal situations, ask the relevant leaders;
(3) Pay close attention to the arrival, departure and reception of guests, and report suspicious situations to security personnel in time to ensure the safety of floors;
(4) Seriously complete all temporary work assigned by the foreman.
(5) At the end of succession, the succession system shall be implemented. After the succession is completed, the foreman can sign off work.
2, night shift work procedures:
(1) Go to work on time, sign in, and whether the handover with the morning shift (including keys, walkie-talkies, cotton goods, cups and other items) is consistent with the handover book. In case of special circumstances, contact the foreman in time;
(2) Turn off some lights in public areas at 24 o'clock, turn them all on at 7 o'clock in the morning, open the corridor window at the same time, and close the corridor window after work at 8 o'clock;
(3) Patrol once every hour and check the room availability twice every night (the room availability table is played at the front desk). Pay attention to let the front desk check the guest status and record it in time, and report to the manager in time if special circumstances are found;
(4) The contents of corridor cleaning include: skirting board, small door, elevator room, air conditioner, light switch, exit light, mural, fire hydrant surface, trash can, front and rear corridor windows, etc. , according to the order from bottom to top, from inside to outside, finally achieve bright, clean, dust-free, no dead angle;
(5) Wipe the front and rear corridors, stairs, radiators, skirting boards, stair handrails and trash cans once a day;