I hope I can help you. Give points! Come on! ! ! Attendant management system

1. Consciously abide by shop rules and discipline, and be polite, ethical and disciplined. We should be proactive, love our jobs, be good at learning and master skills.

second, you should wear shop clothes to go to work, offer listing service, wear appearance and make-up, behave generously, standardize language, serve in a civilized way, be polite to guests, and be active and enthusiastic.

Third, the waiter should clean the room according to the procedures, regulations and requirements every day, and be careful; It is necessary to manage the items in the room and report the problems in time.

4. 5. During inspection and cleaning, you are not allowed to touch and take the guests' things privately, and you are not allowed to ask the guests for items and receive gifts; If you find the lost items, you should hand them over to the public.

7. No one is allowed to enter the front desk at will; The front desk computer should be managed and operated by special personnel, and irrelevant personnel are not allowed to operate privately; Typing, copying, sending and receiving faxes should be charged according to regulations.

8. During working hours, you are not allowed to leave your post, ask the leader for leave if you have something to do, change shifts and cover shifts without permission, play poker, knit sweaters, watch TV and do things unrelated to work.

9. Do a good job in safety prevention, especially in fire prevention and theft prevention, check frequently, report and handle problems in time.

II. Hygienic system

I.

Public tea sets should be cleaned and disinfected daily. The surface of tea set must be smooth, free from oil stains, water stains and peculiar smell.

the washbasin and bedpan in the bathroom in the guest room 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 observe the commuting time and must not be late or leave early.

second, each person has two days off every month. In case of important reception tasks, the rest will be suspended, and then the rest will be made up. Annual leave is in accordance with hotel regulations.

3. Employees who resign must submit their resignation reports in advance, and they can only leave their posts after training new employees. If they cannot resign in advance under special circumstances, they should inform the foreman in time, and the foreman will ask the manager for instructions.

4. Employees who ask for personal leave must report to the foreman in advance. In case of staff shortage or important tasks, they may not be approved. Leave after the event will be treated as absenteeism.

5. Go to work in strict accordance with the prescribed shifts. If there is an emergency to change shifts, you should apply to the foreman one day in advance without affecting your normal work. Changing shifts without permission will be treated as absenteeism.

VI. Once found out, those who cheat sick leave will be given absenteeism or dismissal according to the circumstances.

iv. gfd stipulates

Instruments:

1. Work clothes should be worn during working hours.

2. The work clothes should be neat and straight, and the coat buttons and trousers buttons should be buckled according to regulations.

3. It is forbidden to put sundries in the upper pocket and trouser pocket 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. Wearing socks, men should be deep and women shallow, socks should be intact and undamaged, and shoes should not be worn barefoot.

5 waiters are not allowed to wear all kinds of ornaments, such as necklaces, bracelets, earrings, rings, etc. during their posts. 6 During work, the work number plate should be worn in the left chest position according to regulations. 7, the waiter dressed, should check themselves, and accept the foreman inspection qualified rear can mount guard.

Appearance:

8. The waiter should keep his face clean, his hair neat, his hairstyle beautiful and generous.

9. Men keep their hair, with no collar at the back and no ears at the sides; Ladies keep their hair, not hanging their shoulders at the back and not covering their eyes at the front. Hairdressing, shaving, nail cutting, changing clothes, washing hands and bathing.

1. Men don't have moustaches and big sideburns; Ladies don't wear long nails, nail polish or strong perfume.

11. Ladies should wear light makeup before taking up their posts, not heavy makeup.

12. Keep oral hygiene. Don't eat foods with peculiar smell, such as onions, garlic and stinky tofu.

13. Smile, be kind, dignified and steady, and be neither humble nor supercilious.

Manners:

1. Sitting posture

A. The body is straight, the center of gravity is vertically downward, the waist is erect, the shoulders are relaxed, the knees are close together, and the hands are naturally placed on the knees. Eyes straight up, smiling.

B, don't fill the chair when sitting (the waiter should sit two-thirds of the chair), but don't sit on the edge.

C don't lean forward and backward, shake your legs and cross your feet, and don't straddle the armrest or coffee table.

D don't hold your hands on your chest, cross your legs, shake your legs, or lie and sit in front of your boss or guests.

2. Standing posture

A. Chest out, abdomen in, head up, eyes straight up, smiling.

B, arms naturally droop or cross in front of the body, with the left hand above and the right hand below, to maintain the best service.

C. When the waitress stands, her feet are V-shaped, her knees are close together, and her heels are close together. The waiter stands with his feet shoulder-width apart.

D, when standing, don't cross your hips, bend your legs or hold posts, service desks, walls, etc.

E, when standing, don't put your hands in your pockets, stretch, make hair and other small moves.

F, don't beat your feet when standing, and don't get together in threes to chat.

3. walking posture

A. Hold your head high, hold your chest out, swing your arms naturally, and keep your legs straight. The waitress walks with a word, and the waiter walks with his feet parallel.

B, don't shake your head, whistle, eat snacks, and don't fork your pockets when walking.

C, don't run, jump or walk among guests when walking.

guest d stops, gives way and nods to say hello.

E when walking in the corridor, you should lean to the right, and you should not hold the wall by hand.

F three or more people should walk in groups, not in groups. Do not talk, laugh or play while walking.

v. Regulations on rewards and punishments

1. Being late for work and leaving early.

2. Reading books, newspapers, eating snacks, drinking drinks and dozing off during working hours.

3, spitting, littering scraps of paper, peels and other sundry.

4. Don't go in and out according to the designated staff passage, and enter the work post in casual clothes.

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 your post without permission during working hours, string posts or chat together, and bring outsiders into the hotel without asking.

9. The work assigned to the superior is slow, delayed, with weak sense of responsibility and carelessness, resulting in work errors, and the circumstances are minor.

1. When in public places or on duty, you don't dress properly, such as wearing a badge askew, having disheveled hair and leaning against the wall.

11. All unprofessional behaviors such as picking teeth, digging ears, scratching, picking nostrils, looking in the mirror, making up, snapping your fingers, whistling, putting your hands in your pockets, akimbo your hands, making loud noises, etc.

12. The service is not active, enthusiastic, does not use honorific and polite terms, and does not actively solve the requirements put forward by the guests within their ability, causing dissatisfaction among the guests.

13. Employees violate the rules and regulations, and the management personnel present do not correct, stop or perform their management responsibilities, and the circumstances are relatively minor.

14. Violating relevant rules and regulations or departmental regulations, with minor circumstances.

15. Many unqualified persons were found in the health inspection.

16. Those who disobey the reasonable orders of their superiors, fail to complete the work tasks or deliberately go slow, and have rude words and deeds to their superiors.

17. gossip at work, slander others, and spread statements that are not conducive to unity; The lack of spirit of coordination and cooperation at work has affected the work.

18. doze off and do private work during the shift.

19. Violation of various safety codes, working procedures, operating specifications and various rules and regulations.

2. unauthorized use of guest articles or facilities, and unauthorized turning of guest articles.

21. rude language, impolite to guests, arguing with guests, and breaking into guest rooms or leading offices without permission.

22, the work is not serious and enthusiastic, and the guests or leaders complain.

23. Accepting tips and articles from guests without permission, or failing to hand in the left-over articles in time

24. Making loud noises during working hours, thus affecting the rest of guests.

25. Customer service is affected due to personal work mistakes.

26. Violate the working procedures or rules and regulations of each post, resulting in hidden dangers.

27. Interfere with others' work by improper means.

28. Use the guest's articles or appliances without authorization, and use the central equipment without approval.

29, knowing that property is lost or lost, regardless of whether to ask or not to report.

3. provide untrue and inaccurate reports, forms or materials.

31. divulging hotel secrets and losing hotel keys, documents 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 major accidents such as power failure, water cut-off and shutdown.

dismissal, dismissal or expulsion

1. Serious dereliction of duty and graft, resulting in heavy losses.

2. Being investigated for criminal responsibility by public security organs according to law.

3. Not qualified for the job, and still not qualified for the job after training or post adjustment.

4. Stealing or taking hotel articles privately, and opening rooms privately.

5. Insulting, slandering, beating, intimidating, threatening, endangering colleagues and leaders or fighting.

6. Alcoholism and gambling have a bad influence.

7. Disobeying the leader's command and refusing the reasonable work assigned by the leader will be invalid after education.

8. Deliberately damaging public property.

9. Use public office for personal gain, embezzlement and misappropriation of public funds.

1. Making slanderous remarks about the hotel to the outside world and making statements with the reputation of the hotel seriously damages the image of the hotel.

11. Other serious violations of rules and regulations.

VI. Service standards and discipline regulations of housekeeping department

1. Obey the management of superiors, unite colleagues, be full of work emotions, and not affect work for personal reasons

2. Pay attention to keeping gfd before and during work, keep the center clean and quiet, and maintain normal private life.

3. During working hours, it is forbidden to make personal calls, meet relatives and friends or chat.

4. "Three Lightnesses" should be achieved in the service area, that is, speaking lightly, walking lightly and operating lightly.

5. Service to guests should not be too affectionate, and guests should not be patted on the shoulder.

6. Guests' inquiries should not be answered with "I don't know", but should be inquired as much as possible. In case of inappropriate words and deeds of guests, they should not be tit for tat and should be explained diplomatically. Insist that the guest is always right.

7. Don't smoke, eat or read newspapers in front of guests, and don't swear; Do not express personal opinions, do not talk about state affairs.

8. Guests should immediately record their orders or requests so as not to forget them. If they cannot handle them beyond their authority, they should immediately ask the leaders for instructions, and they are not allowed to make claims.

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 give food indiscriminately.

1. Don't say unnecessary words and do arrogant actions in front of guests.

11. If you find that the guest is sick or unwell or has other abnormal conditions, you should report it immediately to avoid accidents.

12. Develop a good habit of knocking at the door. Do not enter the guest room at will, move the luggage in the guest room at will, and open the door wide and do not close the door in the guest room.

13. You are not allowed to open the door for others without confirming whether you are a tenant or without the consent of the tenant.

14. Guests should take the initiative to pick up their luggage when entering or leaving, and hand in the left-over items in time and return them to the guests at the first time.

15. Take the staff passage to and from work, and do not use the passenger elevator unless there are special circumstances.

VI. Work safety rules

1. Do not knock against walls and furniture when using various work vehicles in the building; Don't let things in the car block the line of sight; You should

be careful when you meet a corner, and you can't 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 doors or doors for guests.

3. When cleaning the bathroom or high place, do not stand on the edge of bathtub, sink or other unsafe parts, and use the working ladder if necessary.

4. Turn on the light before entering a dark room, and dry your hands when using switches or other electrical appliances. Don't stand on the wet ground to avoid electric shock.

5. Items on the shelves should be placed neatly. Do not put dangerous cleaning agents on the shelves above the head to avoid accidents.

6. Cleaning supplies such as vacuum cleaners, rags, brooms and buckets should be kept in a safe place, not in the aisle or stairs.

7. If something falls into the garbage bag, to ensure safety, don't directly put your hands into the bag to pick it up.

8. Don't pick up broken glassware, blades or other sharp objects by hand. Use a broom and dustpan to remove them and put them in a designated container to prevent accidents.

9. If the work area, stairs and floor are found to be cracked or slippery, and electrical appliances and equipment are damaged or defective, you should immediately report for repair.

1. For the safety of guests and themselves, you should pay attention to all signs and regulations such as no smoking, and do so to avoid accidents.

11. Do not use boxes, buckets or other stackable items instead of working ladders.

12. When using chemical cleaners, be sure to wear a mask or gloves. If you accidentally get it on your hands or your body, 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 kinds of work arranged by the leaders at any time.

VII. Fire prevention system

1. Set up a safety inspector in the department (training on safety knowledge will be arranged by the security department).

2. The waiter should pay attention to the fire source and kindling at any time in combination with cleaning and tidying the room and other services. If the cigarette butts and match sticks that have not been extinguished are found, they should be extinguished 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 power consumption are found, in addition to taking timely measures, the engineering department should be notified immediately for maintenance and reported to the security department.

4. guests should be discouraged from bringing inflammable, explosive, chemical toxic agents and radioactive substances into the floors and rooms. if there are any guests who refuse to listen or have brought them in, they should report to the security department in time.

5. Combustible articles in the room should be cleaned in time, such as unused waste paper, newspapers, materials, wooden cases, cartons (boxes) and so on, so as to reduce fire hazards. If there are many flammable items in the guest room, and they are not allowed to be cleaned or do not comply with the accommodation fire prevention regulations formulated by the public security department, they should report to the security department in time.

6. Floor service personnel should stick to their posts, be vigilant and pay attention to whether there are fire factors on the floor, and achieve "five diligence" (diligent turn, diligent look, diligent check, diligent smell and diligent talk), especially for drinking.