First, consciously abide by the rules and regulations of the store, be polite, moral and disciplined. We should be proactive, love our jobs, be good at learning and master skills.
The second is to wear shop clothes, provide listing service, make up and look, behave generously, have standardized language, serve civilized people, be polite and enthusiastic.
Third, the waiter should clean the room according to the procedures and requirements every day, and be careful; It is necessary to manage the items in the room and report the problems in time.
45. During inspection and cleaning, you are not allowed to touch and take the guests' things without permission, and you are not allowed to ask the guests for items and receive gifts; If you find the lost items, you should give them to the public.
Seven, no one is allowed to enter the front desk; The front desk computer shall be managed and operated by a special person, and irrelevant personnel shall not operate it privately; Typing, copying, sending and receiving faxes should be charged according to regulations.
Eight, work time is not allowed to ask for leave, have something to ask for leave from the leadership, are not allowed to shift, shift, are not allowed to play poker, knitting, watching TV and doing things unrelated to work.
Nine, do a good job in security work, especially fire prevention and theft prevention, often check, report and deal with problems in time.
sanitation system
One,
Public tea sets should be cleaned and disinfected daily. The surface of tea set must be smooth, free of oil, water and peculiar smell.
The washbasin and bedpan in the guest room bathroom should be cleaned and disinfected daily. Six, hotels, hotels, public toilets to do daily cleaning, disinfection, and keep no water, no mosquitoes, no smell.
Third, the attendance system
First, employees must strictly abide by the commuting time, and must not be late or leave early.
Second, everyone has two days off every month. They will have a rest when they meet an important reception task, and then they will have a rest. Annual leave is in accordance with hotel regulations.
3. If an employee resigns, he must submit a resignation report in advance, and the new employee can only leave after training. If you can't resign early due to special circumstances, you should inform the foreman in time, and the foreman will ask the manager for instructions.
Four, employees leave, must report to the foreman in advance, in case of staff shortage or important tasks, can not be approved. Leave after the event will be treated as absenteeism.
Five, in strict accordance with the provisions of the shift to work, if there is an emergency shift, in the case of not affecting the normal work, apply to the foreman one day in advance, shift work without permission is regarded as absenteeism.
Six, to cheat sick leave, once found, depending on the circumstances to give absenteeism or dismissal.
Iv. gfd regulations
Instrument:
1, wear the required work clothes during working hours.
2, work clothes should be neat, straight, according to the provisions, fasten coat buttons, pants buttons.
3. It is forbidden to put sundries in the pockets and trouser pockets of work clothes, so as to keep the work clothes crisp. Work clothes should be repaired in time if they are damaged. 4. Attendants should wear black work shoes when they go to work, and work shoes should be kept clean. Wear socks, men are deep and women are shallow, socks should be intact, and shoes should not be worn barefoot.
Waiters are not allowed to wear various ornaments, such as necklaces, bracelets, earrings, rings, etc. 6 when working, you should wear the work number plate in the left chest position according to the regulations. 7, the waiter dressed, should check, and accept the foreman inspection qualified rear can mount guard.
Appearance:
8. The waiter should keep his face clean, his hair neat and his hairstyle beautiful and generous.
9. Men keep their hair, but the collar is not covered at the back and the ears are not covered at the side; Ladies keep their hair, not hanging their shoulders at the back and not covering their eyes at the front. Haircut, shave, manicure, change clothes, wash hands and take a bath.
10, men don't have moustaches and big sideburns; Ladies should not grow long nails, wear nail polish or wear strong perfume.
1 1. Ladies should wear light makeup instead of heavy makeup before going to work.
12. Maintain oral hygiene. Do not eat foods with peculiar smell, such as onions, garlic and stinky tofu.
13, smiling, kind, dignified and steady, neither humble nor supercilious.
Mode:
1, sitting posture
A, the body is straight, the center of gravity is vertical downward, the waist is straight, the shoulders are relaxed, the knees are together, and the hands are naturally placed on the knees. Eyes straight, smiling.
B, when sitting, don't fill the chair (the waiter should take two-thirds of the chair), but don't sit on the side.
C don't lean forward and lean back, shake your legs and cross your feet, and don't cross your legs on the armrest or coffee table.
D don't hold your chest with your hands in front of your boss or guests, cross your legs, shake your legs, and don't sit on your back.
Step 2: Standing posture
First, hold your chest, abdomen, head up, eyes straight, and smile.
B, arms naturally droop or cross in front of you, with your left hand up and your right hand down, to keep the best serve.
C. When the waitress stands, her feet are V-shaped, her knees are close together and her heels are close together. The waiter stood shoulder-width apart.
D Don't lean on your hips, bend your legs or hold posts, service desks and walls when standing.
E. Don't put your hands in your pockets when standing, and don't stretch, do hair and other small moves.
F, when standing, you can't beat your feet, and you can't get together in twos and threes to chat.
3. Walking posture
A, hold your head high, swing your arms naturally, and straighten your legs. The waitress walks slowly, and the waiter walks with his feet parallel.
B, don't shake your head, whistle, eat snacks, and don't fork your pockets when you walk.
C. Don't run and jump when walking, and don't walk among the guests.
Customer d stopped, gave way and nodded.
E when walking in the corridor, you should stay to the right, and you should not use your hand to hold the wall.
F three or more people should go together, not together. Don't talk, laugh or play while walking.
Verb (abbreviation for verb) reward and punishment regulations
1, late for work, leave early.
2. Reading books, reading newspapers, eating snacks, drinking drinks and dozing off during working hours.
3, spitting, littering, scraps of paper and other sundry.
4, not according to the designated employees, wearing casual clothes into the job.
5. Educators who violate various rules and regulations and are criticized.
6. Smoking in the prescribed no-smoking area.
7. Listen to music, watch TV, make personal calls or chat on the phone while on duty.
8. Leave one's post without permission during working hours, string posts or chat together, and bring outsiders into the hotel without permission.
9. The work assigned by the superior is slow or delayed, and the sense of responsibility is not strong and careless, resulting in work mistakes, and the circumstances are minor.
10, in public places or on duty, do not dress according to the regulations, such as wearing the badge askew, unkempt hair, leaning against the wall, etc.
1 1. All unprofessional behaviors such as picking teeth, picking ears, scratching, picking nostrils, looking in the mirror, making up, snapping your fingers, whistling, putting your hands in your pockets, akimbo your hands, and making loud noises.
12, the service is not active, enthusiastic, does not use honorific and polite terms, and does not actively solve the requirements that the guests can put forward, causing dissatisfaction among the guests.
13, employees have violated the rules, and the management personnel on the spot do not correct, stop or perform their management responsibilities, and the circumstances are relatively minor.
14, violating relevant rules and regulations or departmental rules, with minor circumstances.
15. Many unqualified people were found in the health examination.
16. Those who disobey reasonable orders from superiors, fail to complete work tasks or deliberately go slow, and have rude words and deeds to superiors.
17, gossiping, slandering others and spreading statements that are not conducive to unity at work; The lack of coordination and cooperation in the work has affected the work.
18, dozing off on duty to do private work.
19, violating various safety codes, working procedures, operating specifications and various rules and regulations.
20. Unauthorized use of guest items or facilities, and unauthorized flipping of guest items.
2 1, vulgar language, rude to guests, arguing with guests, breaking into guest rooms or leading offices without authorization.
22, the work is not serious, not enthusiastic complaints by guests or leaders.
23. Accepting tips and items from guests without permission, or failing to hand in the left-over items in time.
24. Loud noises during working hours affect guests' rest.
25. Due to personal work mistakes, customer service is affected.
26, in violation of working procedures or rules and regulations of each post, causing hidden dangers.
27. Interfere with others' work by improper means.
28, unauthorized use of guest items or appliances, unauthorized use of central equipment.
29, knowing that property is lost or lost, regardless of not asking, not reporting.
30. Providing untrue and inaccurate reports, forms or materials.
3 1, revealing hotel secrets, losing hotel keys, certificates and other important items.
32. Refuse to accept the reasonable work arranged by the leader and have a bad attitude.
33, dereliction of duty caused by power outages, water cuts, downtime and other major accidents.
Dismissal, dismissal or expulsion
1, serious dereliction of duty, graft, causing heavy losses.
2. Being investigated for criminal responsibility by public security organs according to law.
3. Unable to do the job, but still unable to do the job after training or job adjustment.
4. Stealing or taking away hotel articles without permission, and opening a room without permission.
5. Insulting, slandering, beating, intimidating, threatening, endangering colleagues and leaders or fighting.
6. Alcoholism and gambling have a bad influence.
7, do not obey the leadership command, refused to reasonable work assigned by the leadership, the education is invalid.
8. Deliberately damaging public property.
9, the use of public office for personal gain, corruption, misappropriation of public funds.
10, spreading rumors and slandering the hotel to the outside world, and making statements that damage the reputation of the hotel, seriously damaging the image of the hotel.
1 1, other serious violations of discipline.
Six, domestic service standards and disciplines
1. Obey superior management, unite colleagues, have a full working mood, and do not affect work for personal reasons.
2. Pay attention to maintaining gfd before and during work, keep the center clean and quiet, and maintain a normal private life.
3. It is forbidden to make personal phone calls, meet relatives and friends or chat during working hours.
4, in the service area to achieve "three light" that is, speak light, walk light and operate light.
5. Don't be too affectionate with the guest's service, and don't pat the guest on the shoulder.
6, the guest's inquiry can't be answered with "I don't know", should try to query, in case of improper words and deeds, can't tit for tat, should be tactfully explained. Insist that the guest is always right.
7. Don't smoke, eat, read newspapers in front of guests, and don't swear; No personal opinions, no talk about state affairs.
8, the guest has commanded or request should be recorded immediately so as not to forget, beyond the authority can't handle should immediately ask for instructions to the leadership, shall not be unauthorized.
9. Don't play with the guest's children without the guest's consent, so as not to cause the guest displeasure; When guests go out or socialize, they should not neglect their children, but they should not deliver meals at random.
10, don't say unnecessary things and don't do arrogant actions in front of guests.
1 1. If the guest is found to be sick or has other abnormal conditions, he should report it immediately to avoid accidents.
12, form a good habit of knocking at the door, don't enter the guest room at will, don't move the luggage in the guest room at will, and open the door wide without closing it in the guest room.
13. Do not open the door for others without confirming whether it is a tenant or without the consent of the tenant.
14. Guests should take the initiative to collect their luggage when entering or leaving, hand in the left-over items in time, and return them to the guests as soon as possible.
15. Take the staff passage to and from work, and don't use the passenger elevator unless there are special circumstances.
Six, safety production rules
1, all kinds of working vehicles are not allowed to knock against walls and furniture in buildings; Don't let things in the car block your view; Encounter a corner response
Be careful not to run up and down the stairs.
2. Keep the post clean and tidy, and regularly check whether the doors and windows in the area are in good condition and clean and unobstructed; Be careful when opening the door for the guests.
3, cleaning the bathroom or high health, shall not stand on the edge of the bathtub, sink or other unsafe parts, use the ladder when necessary.
Before entering a dark room, turn on the light, dry your hands when using switches or other electrical appliances, and don't stand on the wet ground to avoid electric shock.
5, the items on the shelf should be neatly placed, don't put dangerous detergent on the shelf above the head, so as to avoid accidents.
6, vacuum cleaners, rags, brooms, buckets and other cleaning supplies, should be placed in a safe place, not on the aisle or stairs.
7. If something falls into the garbage bag, to ensure safety, don't put your hand directly into the bag to rummage.
8. Don't pick up broken glassware, blades or other sharp objects by hand. Remove them with a broom and dustpan and put them in a designated container to prevent accidents.
9, found that the work area, stairs, floor damage or slippage, electrical appliances, equipment damage or bad should be repaired immediately.
10. For the safety of our guests and ourselves, we should pay attention to observing all signs and regulations, such as no smoking, and do so to avoid accidents.
1 1. Do not use boxes, barrels or other stackable items instead of working ladders.
12, always wear a mask or gloves when using chemical cleaners. If you accidentally touch your hands or body when using it, rinse it with cold water immediately to avoid hurting your skin.
13. Use all kinds of cleaning equipment in strict accordance with the specified operation requirements to avoid injury or damage to the equipment due to improper operation.
14, check all unsafe hidden dangers at any time, and report any problems found in time.
15, complete all the work arranged by the leaders at any time.
Seven fire prevention system
1. Set up a safety inspector in the department (safety knowledge training will be arranged by the security department).
2, the waiter should be combined with cleaning the room and other services, always pay attention to the fire source, fire source, such as cigarette butts, match sticks, etc. Should be put out in time, and then poured into the garbage belt to prevent fire.
3. The electrical appliances equipped in the room should be handled according to the regulations and relevant systems. If unsafe factors such as short circuit, leakage, poor contact and overload are found, in addition to taking timely measures, the engineering department must be notified immediately for maintenance and report to the security department.
4. Guests should be discouraged from bringing flammable, explosive, chemical reagents and radioactive substances into floors and rooms. If there are any guests who are discouraged or brought in, they should report to the security department in time.
5. Indoor combustible materials should be cleaned in time, such as unused waste paper, newspapers, materials, wooden cases, cartons (boxes), etc., to reduce fire hazards. If there are many flammable items in the guest room, it is not allowed to clean or does not meet the accommodation fire prevention regulations formulated by the public security department, it should be reported to the security department in time.
6. Floor service personnel should stick to their posts, pay attention to whether there is a fire factor on the floor, and achieve "five diligence" (diligent turning, diligent watching, diligent checking, diligent smelling and diligent talking), paying special attention to guests who have drunk too much to prevent fires caused by smoking, electricity and fire.
7, the waiter must be familiar with the location of the fire extinguisher, master the performance and usage of the fire extinguisher, the location of the fire extinguisher shall not be moved at will, and maintain all fire control facilities and equipment within the jurisdiction.
8. In case of fire, fire fighting actions should be taken according to the emergency plan, and the guests should be evacuated according to the instructions of superiors, and the nearest fire stairs should be evacuated to safety. Check the rooms one by one, and pay attention to protecting the property safety of the site and guests.
9. The head of the department is the first person responsible for the safety of the department. 1
Excellent service attitude
Service attitude is the concentrated expression of service personnel's ideological consciousness, service consciousness and professional quality, and it is the basic requirement of standardizing service. The key to improving the attitude of room service is initiative, enthusiasm, thoughtfulness and patience. Specifically:
1, active. The initiative is to serve the guests first, and then speak for them, which is a concentrated expression of the strong service consciousness of the room attendants. Its specific requirements: take the initiative to say hello and help with luggage; Take the initiative to greet guests, and the language is kind; Proactively introduce service items; Take the initiative to lead the way and open the door for important guests; Take the initiative to call the elevator to see the guests off. Take the initiative to lead new guests to other entertainment areas; Take the initiative to take care of the elderly, sick and disabled guests; Take the initiative to solicit the opinions of guests and accompanying personnel.
2. enthusiasm. Is in the process of room service, sincere attitude, warm and generous, with a smile. In gfd, he should be neatly dressed, full of energy, dignified in appearance, clear and accurate in language and kind and soft in tone. In behavior, we should have the spirit of helping others and helping guests solve problems, and use body language appropriately.
3. be polite. Is to be polite, educated and respect the psychology of the guests. Don't sell yourself short, forget righteousness, condescend in front of guests, and lose your personality and national dignity; He is not arrogant, and opposes the thoughts and behaviors of shopkeepers who bully customers and rob people of their clothes and hats. We should inherit and carry forward the consistent virtue of Chinese hospitality.
4. Patience. Not tired, according to the specific requirements of different types of guests to provide quality services. Don't be impatient when you are busy, don't be bored with picky guests, take care of the old, weak and sick guests, listen patiently to their opinions, and don't be complacent when they praise them.
5. Thoughtful. Is to make room service meticulous, thorough and specific. It is necessary to understand the life preferences of different guests, master the daily life rules of guests, understand the special requirements of guests, and adopt various service methods in a targeted manner to improve service quality. It requires you to finish what you started and finished.
Serialization of service operations
The quality service of guest rooms is based on the rules of guests' coming, staying and leaving. Judging from the requirements of serialization of service operation, it is mainly to implement the eight-character work method of "hello, inquiry, diligence, cleanliness, quietness, spirit, listening and delivery".
Welcome-polite and generous, warmly welcome guests. When guests come to the guest room, they take the initiative to say hello, which is not only a sign of courtesy and respect to the guests, but also an important condition for leaving a good first impression on the guests. Warmly welcome guests, first, generous, neatly dressed and full of energy; Second, the attitude is kind, the language is kind, and the action is accurate and appropriate; Third, we should distinguish between different objects.
Q- entertain guests and take the initiative to say hello. In the process of staying in the hotel, the waiter should care about the guests like relatives, reflecting the sense of responsibility of the host. Take the initiative to say hello to the guests, care about their daily life, physical condition and life feelings, and take the initiative to ask the guests' requirements to meet their interests and hobbies.
Diligence-diligence, agility and safety. Diligence is an important embodiment of a waiter's professionalism and sense of responsibility. Be diligent and practical, diligent with your hands, diligent with your eyes, diligent with your mouth and diligent with your legs. Hand clothing is to complete the task in time and accurately; Eye care is to observe the customer's demand response and provide random services for the guests; Mouth-to-mouth means greeting guests and asking about their needs. Never bow your head when you meet a guest without saying a word. Legging is to be agile, not afraid of trouble, and improve service efficiency.
Maintain cleanliness and strict hygiene. In the process of room service, cleanliness is one of the basic requirements of guests. Rooms, bathrooms, reception rooms, and study rooms should be disinfected strictly every time after finishing, so as to eliminate the traces of consumption and ensure the cleanliness, beauty and comfort of all kinds of equipment, appliances and daily necessities.
Quiet-move gently and steadily, and keep quiet. A guest room is a place for guests to rest or work. Keeping quiet is also the basic requirement of quality service. Service personnel should tap, speak and walk lightly when preparing supplies and cleaning. During worship, you are not allowed to talk loudly, make noise or sing. Keep the quiet atmosphere in rooms and corridors at all times to reflect the civilized degree of room service.
Smart-flexible. In the process of service, we must have strong adaptability. We must adopt flexible and diverse methods according to the psychological characteristics and special hobbies of our guests. Be especially careful of guests who are slow and disabled; Talking with cheerful guests can be easy-going, and so on.
Listen-"Open your eyes and ears". Service personnel should always observe the situation of guests, solicit their opinions, and find problems and deficiencies in the service process at any time. Once found, we must improve and make up for it in time.
Send-farewell guests, a good start, a good end. The departure of guests is the end of room service and the beginning of the next round of service. In order to ensure the good effect of the decoration service, leave good memories for the guests, and at the same time, in order to win back the guests, we need to have a pleasant trip. Welcome to visit again.
The above-mentioned eight-character working method forms a complete series of service processes, which is the essential embodiment of room service quality standards and needs more attention from all service personnel.
Preparation of guest room cleaning work
1. Push the service car out of the guest room, not in front of the door or in the middle of the corridor.
2. ring the doorbell first and report to your department, such as "can you clean the room?" If there is no response, knock on the door three times to give the guest enough time to respond. If there is no response, open the door with the key and enter the room.
You can look at the end of the bed after entering the room. Generally, if the guest is sleeping, you can see the guest's feet and listen to whether there is water in the bathroom. Make sure there are no guests.
Go back to the door and record the time of entering the room on the report.
5. Re-enter the room, open the curtains, turn on all the lights, collect the garbage in the room and bathroom, put the used linen back on the service car, and record the used guest supplies and linen in the report.
6. When entering the room, take the guest supplies that need to be supplemented, linen, dust removal tools, make the bed, clean the room, check all facilities and supplement the guest supplies.
7. Then, clean the bathroom as above.
8. Finally, check the room again to see if there are any omissions, and finally vacuum it.
9. After vacuuming, close all facilities in the room except those used by guests and close the door.
10. Record the time of leaving the room and the facilities of the room on the report form, and notify the supervisor.
1. Place cleaning equipment and appliances.
2. Turn on the light and replace the burnt or lost light bulb.
3. Check the TV and remote control. Turn it off after cleaning to avoid misunderstanding when guests come back.
4, open the curtain, check the curtain rod and curtain, if there is any damage, record on the task list, notify the electrician for maintenance.
5, clean the glass and windowsill
6. Remove the room service utensils and send them to the door to ensure that there are no guests' belongings. After cleaning, if the food delivery equipment is not taken away, send it to the designated place or notify the food delivery waiter to retrieve the tableware. You can't stay in the hallway.
7. Remove the fabric product from the bed and ventilate the bed.
1) Take the guest's clothes and put them neatly on the chair.
2) Wear latex gloves to protect yourself from any liquid on the bed.
3) Put the bedspread, blanket and pillow on the chair.
4) Remove the sheets and pillowcases and put them outside the bathroom.
5) Tell the front desk about any pollution and damage to the mattress.
6) Check whether there are any left-over items and handle them according to regulations.
8. Take away the used items in the bathroom and bedroom.
9. In the extended house, leave the used soap and put a new one. When taking away the glass, check whether the guest has anything in it, such as medicine.
10, clean empty ashtrays and garbage.
1 1, garbage removal
12, follow the blood-borne bacteria and safety operation procedures.
1) Grab the top of the used cloth, otherwise it may be punctured by a needle.
2) Observe whether all kinds of fabrics have blood and body fluids, and only take them with gloves.
Five taboos of service
Don't sit in. This is a taboo for waiters. During the conversation, don't listen, peek or interrupt, which is the professional ethics of the waiter. If the waiter has something urgent to discuss with the guests, he can't interrupt the conversation rashly. It's best to wait for a while and make a mark. When the guests realize it, they will come forward and say, "Sorry to bother you." Then say what you have to say.
Second, don't stare. When receiving some guests with strange clothes, the waiter is most afraid of staring at the comments for a long time, because these actions easily make the guests unhappy.
Avoid snickering at guests at parties and conversations. In addition to providing appropriate services, waiters should also be careful not to snicker, whisper and comment on guests' comments at will, so as not to cause undue friction.
Some waiters lack language skills and self-cultivation, intentionally or unintentionally hurting guests or causing some unpleasant things, such as: "Do you want a meal?" This kind of language that allows guests to order food sounds very unpleasant and uncomfortable. In addition, the waiter also avoids the word "single room" when introducing the dining table to the guests, because "single room" refers to the rooms where critically ill patients are held in hospitals and important criminals and recidivists are held in prisons, so it is better to use "private room" instead of "single room".
5. Don't be bored. If individual customers greet the waiter in uncivilized language such as "hello" and "hey", the waiter should not be cold or impatient with the customer because of impoliteness. On the contrary, we should make them aware of their rudeness through positive and enthusiastic service. If you are busy, you can say, "Please wait a moment, I'll come right away."
Deduction standard for employees whose work quality is not up to standard
1 If you don't dress according to the hotel regulations, and gfd doesn't meet the requirements, 5 yuan will be deducted every time.
2 If you don't keep the "Three Lightnesses" (walking lightly, talking lightly and working lightly) in the guest activity area or workplace, 5 yuan will be deducted every time.
3 Stay on the floor, workplace, etc. Absenteeism after work for no reason, 5 yuan will be deducted every time.
During work, he will be detained in 5 yuan every time he talks on the phone about something unrelated to work.
5. If the work efficiency or service attitude is not satisfied, 10 yuan will be deducted each time.
6. 20 yuan will be deducted every time he fails to carry out work instructions or obey the work deployment.
7 Failing to handle the guest's belongings according to the procedure, 5 yuan will be deducted every time.
8 If the maintenance project fails to report for repair in time or the signature is inexperienced, 5 yuan will be deducted every time.
9. Without approval, private passengers will be detained in 5 yuan every time they take the elevator.
10 exceeds the planned cost, which will be deducted by 50% of the cost overrun, and 5 yuan will be deducted each time.
Every time 1 1 does not work according to the procedure or the operation is not standardized, 5 yuan will be deducted.
12 disobeys the work arrangement, and 10 yuan will be deducted every time.
13 Those who are on duty or leave their posts without authorization will be deducted 10 yuan each time.
14 people who are late for work or leave early (deducted every 5 minutes 1 yuan).
15 If you don't use service honorifics impolitely, 5 yuan will be deducted every time.
16. 50 yuan will be deducted for changing shifts without permission.
17 Anyone who reads at work and laughs and slaps on duty will be deducted from 5 yuan.
18 uses or gives away other people's hotel supplies without permission when changing shifts, and fails to stop others from using hotel supplies, 10 yuan will be deducted each time.
19 If the guest complains, deduct 10 yuan every time.
20 If the air conditioner, lights and curtains are not switched on and off at the specified time, 5 yuan will be deducted every time.
2 1 5 yuan will be detained every time he receives visitors to chat during office hours.
22 Those who violate the relevant operating procedures (according to the employee manual) will be deducted 50- 100 yuan each time.
If the key is not kept well, 20 yuan will be detained every time. If it is lost or causes serious consequences, it will be compensated according to the facts.
24. Those who don't go to work without approval will be deducted from 50 yuan every time, and will be treated as absenteeism.
30 yuan will be detained for making remarks that affect the unity of employees or normal workers.
26. Have opinions on the assessment results, do not appeal through normal channels, make statements inconsistent with the facts, and deduct 30 yuan every time.
If there are quality problems or complaints from residents in the responsibility area during the shift, 50- 100 yuan will be deducted each time.
28. If others complain due to negligence, poor service quality or other reasons, 50- 100 yuan will be deducted each time.
29 100 RMB will be deducted each time the waiter takes a bath in the guest room; 50 yuan is deducted every time he washes clothes.
30 Whoever opens the door without approval will be deducted 100 yuan each time.
Fire emergency work standard
8? 5 fire alarm? (1) In case of fire, call the fire-fighting telephone immediately. (2) Take the fire extinguisher nearby to put out the fire according to the fire.
8? 5 get an evacuation notice?
(1) When receiving the emergency evacuation notice, the management personnel will immediately organize volunteer firefighters and waiters to guide the evacuation and assign work;
(2) The manager holds the master key of the guest room and the waiter holds the master key of the area to inform the guests one by one quickly;
(3) Guide the guests to leave the fire escape in an orderly manner, and pay special attention to helping the guests with mobility difficulties to evacuate to an empty safety zone;
(4) The service personnel should check the rooms one by one, carry a piece of chalk with them, and mark a room with a "V" after inspection;
(5) When guiding the guests to evacuate, the volunteer firefighters and waiters should pay attention to pacify and stabilize the guests' emotions, persuade them not to covet property, prevent them from going back to their rooms to get things during the evacuation, and guide them to a safe area smoothly.
Job responsibilities of waiters
1. Do a good job in sanitation within the jurisdiction, and ensure that items are clean and tidy.
2. Replenish all kinds of articles needed by the guests in time, and do a good job of room reception.
3. Be responsible for checking the operation of equipment and facilities in the area, reporting maintenance items in time, and reporting and handling any abnormality in time.
4. Be responsible for the air conditioning and exhaust, the opening of various electrical equipment and the adjustment of lighting in the area to ensure the business premises, required standards and business atmosphere.
5. Be responsible for counting, taking, delivering, reporting the loss, and making compensation for linen and other guest items, and do a good job of disinfection to ensure the safety of guests.
6. Be familiar with the location of business premises, the distribution and use of guest rooms, keep in mind the service items and prices, and actively promote sales.
7. Provide guests with food, drinks, ordering food, wake-up service, etc., memorize the characteristics of guests, and be responsible for the custody and storage of guests' belongings.
8. Take good care of the company's property, spare no effort to save, and complete all matters assigned by superiors with good quality and quantity.
9. Keep in mind the layout of passages and fire-fighting facilities in the area, have the knowledge and ability to use them correctly, strengthen the awareness of fire prevention and theft prevention, and make handover records carefully.
10. Listen carefully to the guest's opinions and feedback the guest's information and opinions to the superior in time.
1 1. Take an active part in training, constantly improve service skills, always keep the appearance clean and tidy, correctly use service honorifics, constantly shape yourself and establish the image of the hotel.
12 Go to work at 7: 50 a.m. to check my appearance, maintain a good mental state, and summarize the main points of rectification the day before. Arrange the work content of a single shift. Handover of two shifts, handover according to handover procedures, handover contents, rounds, complaints from guests in rooms, articles, facilities and public rooms, hygiene, engineering and safety issues.
13 meal time is 30 minutes. Pay attention to dining discipline and put an end to waste.
14 fill in the shift book after work and prepare for the handover. The two shifts should be handed over according to the requirements of succession.
I hope you will consciously abide by the above system, and the right of interpretation belongs to the hotel.