Every new employee needs to go through a training period, during which he can accumulate enough work experience before he can officially enter the post. The following is the "Hotel Housekeeping Attendant Training Plan" compiled by me for your reference only. Welcome to read it. Hotel Housekeeping Attendant Training Plan (I)
I. Reducing service links
Improving service efficiency is an important part of service, and many complaints are caused by inefficient service. Any requests and services put forward by guests are hoped to be solved as soon as possible, rather than being pushed around, so it is imperative to implement "one-stop" service. After the guests check into the hotel, they are not clear about all kinds of service telephone numbers. Although we have made a small telephone description on the phone, most of the guests will not read it carefully. When they need service, they will pick up the phone and dial a telephone number casually, and the phone will always be turned around, 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.
Second, set up a guest service center
At present, the switchboard and the service center are two posts that serve guests by telephone. Many guests call the switchboard or other extensions when they need service, and the switchboard or other extensions will be transferred to the service center after receiving the service. This will easily cause service delay or loss of service information, because other posts simply don't understand the needs of guests. If they are busy at work, they will delay or forget to convey service instructions, which will bring great inconvenience to our service. Only the person who answers the phone can understand the anxiety of the guests, know the real needs of the guests, know which service is most urgent to do, and inform the service reasonably. In order to reduce the number of service links for the convenience of guests, the switchboard and the service center are merged to form a guest service center. All hotel services and inquiries can be solved by simply dialing "1".
1. The function of the guest service center The guest service center is also the information center of the hotel, which collects all the information of the hotel and external information related to the hotel, sorts and transmits it; Receive service information in a unified way, and accurately transmit service instructions to ensure that services can be provided in time.
2. Job description of the guest service center
① Answer the phone and provide services. After the merger of the switchboard and the service center, all the outside calls and services of the hotel are transferred by the guest service center, which can provide services for guests in special circumstances, which not only improves the service efficiency, ensures the accuracy of the service, but also reduces the workload of floor attendants.
② accept telephone reservation and inquiry. At present, there are three telephone extensions at the reception desk. According to statistics, from September to October, the reception desk can only receive more than 21 calls from outside every day, and the daily traffic can reach more than 71 calls with internal incoming calls. Such a high traffic makes the receptionist unable to fully receive guests. When guests arrive at the hotel from the outside to check in, they all hope that the sooner the better, but when the receptionist receives the guests, she is often interrupted by the phone several times, which makes our service impossible to guarantee. If the guest service center computer is connected to the front desk, all telephone reservations and telephone inquiries can be operated by the guest service center, which not only facilitates the guests, but also gives the front desk receptionist more time to serve them.
③ change the room status in time to ensure the room is rented. The floor foreman can call the guest service center to change the room status after checking the room, and the guest service center can change the room status immediately after receiving the notice to ensure that the room can be rented in time.
④ key management. All the keys of the guest room are kept, distributed and registered by the guest service center.
⑤ handling of lost property. The guest service center is responsible for the storage, custody and claim of the left-behind objects in the whole hotel, and handles them according to the regulations.
⑥ statistical analysis of telephone calls. The guest service center makes a statistical analysis of the calls received every month, analyzes our shortcomings, better understands the needs of guests and improves our service level.
Third, the foreman's salary adjustment method
1. The foreman's salary base is 711 yuan, and the post salary is 211 yuan and 411 yuan. According to the foreman's assessment results, the post salary is adjusted accordingly.
2. according to the foreman's business level, staff training, unity and cooperation, comprehensive ability and other aspects, the foreman with the worst assessment for three consecutive times will be disqualified.
3. The foreman who is absent from work for three consecutive months only enjoys the basic salary.
Fourth, cultivate employees' observation ability, provide personalized service and create a 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 observation, guess the psychology of the guests, and provide services as quickly as possible when the guests have not said their requirements, and just send a pillow as soon as they want to sleep, as we often say. 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, through encouraging training, collecting and sorting, system standardization and training rewards, this will become the conscious action of employees and promote the improvement of service quality as a whole.
1. Encourage training: the department will list the waiters who have excellent performance in their work and are praised by the guests as the backbone for training, so as to make their service awareness and quality by going up one flight of stairs, base themselves on their posts and strive for first-class service.
2. collection and arrangement: department managers strengthen on-site management in their daily work, find typical cases of personalized service from front-line services, collect and arrange them, and summarize them into files.
3. system specification: the typical cases sorted out will be popularized and constantly supplemented and improved in practice, thus forming systematic and standardized data, which will be used as a standard to measure service quality, and make the mold paste management transition to quantitative management.
4. 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 the old employees can find gaps and make up for deficiencies through comparison, so as to improve the understanding of employees. For employees who have outstanding performance in their work, the department will commend and reward them in various forms, so that employees can form a good atmosphere of striving for advancement and making contributions.
the core of business is to create products, and the core of hotels is to create services. In daily service, employees are required to provide "five hearts" service according to the service standards of simplicity, convenience, quickness, agility and good quality. Jane: Work procedures should be simplified as much as possible, work instructions should be as simple and clear as possible, and feedback should be concise and to the point.
convenience: let guests feel convenient everywhere from entering the store to leaving it.
fast: the needs of guests should be met as quickly as possible. Jie: The waiter should be quick-witted, understand and respond to the guests' manners quickly, and then provide good service: the guests should feel "value for money" after receiving the service. Things are hotel products, that is, services.
Five-hearted service: meticulous service for key guests, wholehearted service for ordinary guests, considerate service for special guests, patient service for picky guests and enthusiastic service for guests in difficulty.
V. Renovation of peripheral greening environment and replacement of indoor green plant varieties
Since the hotel terminated the contract with Xingyuan Greening Company at the end of October, 21xx, the peripheral greening has been managed by pa employees themselves. Due to the lack of technology and experience, some green plants are not well maintained, and due to the lack of rain in Hainan this year, they have died. Next year, dead plants will be replaced, some flowering plants will be planted as much as possible, and some southern fruit trees will be replanted appropriately in the peripheral area to add some joy to the wine shop. At present, the hotel has the problems of single indoor plant variety and low grade. Next year, we will contact a suitable greening company and reach an agreement to completely solve this problem.
VI. Replacement of guest supplies on the business floor
At present, after the rooms on the business floor are renovated, they feel high-grade, but the guest supplies in the rooms have not been replaced, and the grades are average and very uncoordinated. It is planned to replace the guest articles on the business floor, such as changing the teabag into bulk tea and changing the packing box of toilet articles into environmental protection bags, so as to improve the room grade. The implementation of the above plans requires the concerted efforts of all staff, the assistance and cooperation of other brother departments, and the strong support of store leaders. I hope that when we review our work in 21xx next year, we will gain not only confidence, but also fruitful results. Training Plan for Attendants in Hotel Housekeeping Department (II) < P > 1. Do a good job in the management of the department
1. At the beginning of the hotel's opening, employees' self-discipline and service awareness were poor, and paternalistic management was the mainstay, which improved their self-discipline and service awareness in a short time;
2. With the improvement of employees' self-discipline, service awareness and the maturity of department operation mechanism, we will implement humanized management, respect employees' opinions, give full play to employees' enthusiasm, encourage employees to express themselves and cultivate talents.
Second, do a good job in departmental services
1. Do a good job in reception services to make guests feel at home;
2. Do a good job of cleaning and sanitation to provide guests with a comfortable living environment;
3. Continuously train employees to improve service quality, personalized service and non-interference service
3. Do a good job in the sales of guest rooms and other hotel products
1. Collect market information, make reasonable suggestions on the operation of guest rooms, and increase the operating income of guest rooms;
2. Train employees' sales awareness, improve their sales skills and actively sell hotel products.
iv. collecting guest opinions and continuously improving guest satisfaction
collecting guest opinions is an important way to improve hotel management and service level and service quality.
5. Strengthen communication with guests
Establish good relations with guests
6. Innovate services
Visit and learn advanced experience from other hotels
7. Manage fixed assets and equipment and facilities
Maintain equipment and facilities to avoid the loss of fixed assets and reduce the damage of equipment and facilities, and improve the efficiency of equipment and facilities.
1. Establish equipment and facilities files;
2. Establish the daily management system of equipment and facilities;
a, do a good job in training
b, formulate a maintenance system
c, make relevant records
d, formulate a loss reporting and compensation system
e, make regular inventory
3, do a good job in maintenance of equipment and facilities
a, daily maintenance of equipment
b, and step-by-step inspection of equipment. Do a good job in equipment renovation
a, routine maintenance
b, partial renovation
c, and comprehensive renovation
VIII. Do a good job in the management and control of guest supplies and reduce operating costs
On the premise of meeting the requirements of guests, reasonably formulate the consumption of guest supplies and wealth-generating supplies, control the consumption of goods, reduce waste and loss, and reduce operating costs.
1. Room supplies quota management
Determine the planned management of guest supplies in number of quota
a, the consumption quota of disposable consumables
b, the consumption quota of multiple consumables
c, and the reserve quota of guest supplies
2. Daily management of guest supplies
a, regular distribution
b and correct storage
. Control of loss
establish the responsibility system of guest supplies management, floor foreman's control of waiters and housekeeping department's control of guest supplies
three levels of control: central warehouse's control of guest supplies, floor authorities' control of guest supplies, prevention of theft
d, implementation of "4r" practice
reduction, reuse, recycling (reuse) and substitution
.
2, anti-theft work;
3, fire prevention work;
4. Prevention of accidents; Hotel Housekeeping Attendant Training Plan (III) < P > I. Cleaning of Public Area < P > The public area of the hotel is basically composed of porch, lobby and corridor. The first impression left by the hotel is very important. Using correct, regular and professional cleaning methods will make guests feel value for money.
There is a large flow of people in the public * * * area, and the guests are likely to bring dust, even bacteria and other harmful substances from outside. It is particularly important to dust the ground in time and keep the environment clean and tidy.
Ultra-quiet vacuum cleaner has become the new favorite of star-rated hotels at present, and its ultra-quiet function enables the vacuum cleaning work to be carried out anytime and anywhere, even at night, without worrying that guests will be affected by the vacuum cleaning noise.
after dust removal, we should also carry out deep cleaning on the ground to prevent and eliminate all kinds of bacteria and deep dirt.
For cleaning hard floors, it is best to use a fully automatic floor sweeper which integrates water spraying, floor scrubbing and sewage recovery. Compared with manual labor, it is more efficient, simple and environmentally friendly. If the traditional manual mop+cleaner is used, it will not only be inefficient, but also harmful substances such as bacteria carried on the mop will spread everywhere.
For the carpet area, the carpet dry cleaning and wet cleaning technology should be combined. Carpet dry cleaning machine is a recently introduced dry cleaning equipment for carpet maintenance, which can greatly reduce the frequency of carpet wet cleaning and effectively improve the utilization rate of carpet. Generally, spray carpet cleaning machine is used for carpet wet cleaning, which is a necessary equipment for carpet deep cleaning. Carpets must be thoroughly cleaned every once in a while, and the time for wet washing and air drying is about 4 hours. If the quick-drying cleaner is used in combination, the quick-drying speed can be increased by 71%.
as for stone maintenance, crystal surface treatment and basic carpet cleaning, it is recommended to use a single wiper.
recommended equipment: ultra-quiet vacuum cleaner, automatic floor sweeper, carpet dry cleaner, jet carpet cleaner, single cleaner
II. Room cleaning
Rooms are the top priority of hotel cleaning, which have a direct impact on the health and aesthetics of guests.
Dust removal is ≠ healthy, so mite removal, sterilization and disinfection should be placed in a more important position in room cleaning.
In addition to noise reduction, the room vacuuming needs a silent vacuum cleaner, and it also needs a vertical vacuum cleaner for deep cleaning regularly, because the electric roller brush of the vertical vacuum cleaner will sweep out the dirt hidden deep in the carpet and then suck it off.
There are a large number of mites in carpets. When cleaning carpets, besides cleaning agents such as soaked rattan chips, acaricide is also essential. Kaichi's special acaricide can be used once to ensure that it will not produce mites for nine months. Generally, a single-wiping machine is selected for foam cleaning of carpets. Although it is not as thorough as spraying equipment, it is efficient and fast, saving the working time of cleaning staff.
sofa in the guest room