Task of Housekeeping Department: As an important department in hotel operation, the main task of Housekeeping Department is to provide guests with comfortable, quiet, elegant and safe accommodation environment, and provide detailed, convenient, thoughtful and enthusiastic services according to their habits and characteristics.
Housekeeping Department Butler Department Linen Group Washing Group Maintenance Group Public Health Laundry Department Public Health Floor Team Room Floor Housekeeping Department Organization Chart Room Service Project Main Contents (I) Tidying Room During the stay of guests, the room should be kept clean and tidy. The housekeeping department generally stipulates the dual room system, that is, cleaning the room during the day and opening the bed at night. At the same time, enter the room at any time according to the requirements of the guests, so as to combine timing with any time.
(2) Laundry service guests need to iron clothes during their stay, and the service personnel are generally responsible for picking them up and delivering them. Guest laundry is generally divided into washing, dry cleaning and ironing. After the guest fills out the laundry list, the waiter takes it away and sends it to the laundry room, and is responsible for taking it back and putting it away.
(3) Beverage service In a star-rated hotel, a small refrigerator is set in the guest room, and a certain number and types of beverages are placed inside. The guest will sign the bill after drinking, and the waiter will send it to the service desk for unified bookkeeping and collection.
(4) Shoe-shining service There are three ways to shine shoes provided by the hotel: one is to place a shoeshine paper sleeve in the room; The second is to place an automatic shoe polisher in the lobby; The third is to manually shine shoes on behalf of customers. Hotels adopt one or more service methods according to their own grades.
(V) Babysitting Services In order to facilitate guests with children to go out for activities, many hotels will provide babysitting services to help guests take care of their children and charge service fees. It is usually performed by specially trained waitresses.
(VI) The attendant on the reception floor should treat the visiting guests with the same enthusiasm and courtesy as the hotel guests, and guide them into the room. If the number of people is large, it is necessary to provide the service of adding seats to send tea in time. If the guest is not in, you can ask the guest to leave a message or wait in the public area.
(7) Borrowing commodity service In the Hotel Service Guide, the name and borrowing method of the loanable commodity should be provided. Generally borrowed items include cribs, thermometers, ice packs, etc.
(8) Picking up and Handling When guests check in and leave the store, it is inevitable that something will be lost. Housekeeping department shall establish a lost and found log to record the time, place, name of the lost item and the name of the finder, and keep it properly. When the owner claims it, return it after confirmation.
Frequently encountered problems in housekeeping department: accidents, infectious diseases, theft and other criminal cases, fires caused by improper installation or use of guest room facilities and equipment.
Guest room safety accident prevention system
1, strictly abide by the duty system, pay attention to the floor, get familiar with the characteristics of guests in this building as soon as possible, and ensure safety.
2. Remind the guests to store cash valuables at the front desk in time. Lock a room when cleaning, don't open it.
3. Check the unit, name and room number of the respondent for the visiting guests, and register the visitors one-on-one. If the respondent is absent, visitors should not be allowed to wait in the room alone.
If the guests want to check their luggage, please go to the front desk. The checked baggage should be clearly marked and handed over clearly to prevent the bag from being taken by mistake.
Any guest who finds inflammable, explosive, guns, ammunition and other dangerous goods must report to the housekeeping department and the security department in time so that the public security department can take security measures.
6. The waiter should always check the guest room and take the initiative to lock the door for the guest when the guest is not in the room and after the evening break.
7, received a warrant to timely check monitoring, found suspicious personnel should immediately report to the leadership or the police station.
8. Pay attention to the signs of fire, and the personnel on duty should strengthen inspection. In case of fire, be calm, calm and don't panic, put out the fire in time and call the police (fire telephone number: 1 19).
9, when using electrical appliances should pay attention to prevent electric shock, short circuit, there are signs of danger to timely report maintenance, to prevent accidents.
10, all public goods should be properly kept, especially expensive items such as televisions and blankets, to prevent them from being lost. 1 1, in the epidemic season (such as influenza, hepatitis, pink eye, etc. ) You are not allowed to go to crowded public places. Pay attention to food hygiene, avoid infectious diseases, find signs of disease and seek medical advice in time to prevent transmission. 12, without a unified organization, swimming alone is not allowed in summer. Group swimming should pay attention to safety to prevent drowning.
In a word, hotels play an important role in the era of increasingly prosperous economy. As an important part of the hotel, it has a unique position and plays an important role. In addition, with the complexity of the housekeeping department, it is necessary to manage the hotel housekeeping department scientifically.
Scientific management methods of housekeeping department
First, take a positive attitude.
When the hotel enters the trial operation stage, many problems will emerge. Some room managers will be impatient and accuse too many subordinates. As hotel managers, they should adopt a positive attitude, that is, less complaining about subordinates, more encouraging them and helping them find solutions to problems. In the communication with other departments, we should not focus on who should be held accountable, but should study how to solve the problem.
Second, pay attention to the control of the working process.
1, prepare shift schedules for foremen and waiters, take charge of areas, make monthly (weekly) work plans, and evaluate employees' work every month.
2. Check and supervise the standardization of subordinate employees' work and keep it in good condition.
3. Spot check the cleaned room to ensure the cleanliness of the room and the quality standard of service to the guests. Housekeeping department has a heavy workload and time is tight. The matters needing attention in cleaning are emphasized, so that the personnel on duty can fully understand, prevent the occurrence of "shortcuts" and check in time after assigning tasks.
4. Regularly check the room hygiene of long-term guests and solicit their opinions, and provide record service.
5. Master the arrival and departure of guests. Check all VIP rooms before check-in to see if they are ready for reception as required.
6. Deal with the emergencies on the floor and solve the difficult problems of the guests at any time.
7, supervise the maintenance of equipment failure, to ensure that the computer room is in a normal state.
Third, strengthen the protection of finished products.
In order to strengthen the protection of hotel products, the following measures can be taken:
1, strengthen communication and coordination with the decoration construction unit. Supervise the management personnel of the construction unit to strengthen the management of the construction personnel and the inspection of the floors that have not been taken over.
2, strengthen the control of the floor, the housekeeping department needs to make specific and clear provisions on how to protect facilities and equipment. After the floor is carpeted, the housekeeping department needs to control the people who enter the floor more strictly. At this time, it is necessary to arrange the waiter to be on duty on the floor, put some discarded carpet heads at the exit of the floor, and put discarded sheets when it rains, so as to ensure that the carpet will not be polluted.
3. Start carpet tracking. Emphasizing maintenance as soon as the carpet is laid can not only keep the carpet clean, but also help to cultivate employees' awareness of protecting the hotel's finished products from the beginning, which has a very positive impact on the future room work.
Fourth, strengthen key management.
The work of the customer department is complicated, and the waiter easily ignores the management of keys. The collection of universal keys is chaotic, and the loss of keys is a frequent problem. This may have very serious consequences. Housekeeping department should first number all keys and equip them with key chains; Secondly, a strict system has been established for the collection of keys. For example, in the daily check-in and check-out process, you can sign the floor key together with the collection and return. Users are not allowed to lend their keys to others at will, nor are they allowed to leave their bodies (using the master key as the key to get electricity).
Fifth, make the department run normally.
1, according to the specific contents of the specification manual, employees are required to be polite, polite and handsome. Remind employees to speak softly, go into battle lightly and serve customers with a smile. Cultivating employees' good habits is the key to do a good job in guest rooms, which has a great influence on future work.
2. Establish a formal communication system. Departments should start to establish internal meeting system and succession system, and start to use forms; So that the communication between departments and within departments is gradually on the right track.
3. Pay attention to the cleaning of backstage tables and the maintenance of equipment and furniture. Gradually implement various cleaning and maintenance plans. Strengthen the training of guest room facilities and equipment and keep close contact with the engineering department.
Intransitive verbs ensure that enough qualified rooms are provided.
Take the initiative to keep close contact with the front office manager and prepare the required rooms according to the requirements of the front office and the status quo of hotel rooms. Generally, hotels are always in a hurry when they open their doors, and most of the robbed rooms have some problems. The common problem is that the required room number is discharged from the front office, but the housekeeping manager found that some problems could not be solved for a while, and it was not allowed to change rooms at the time, which affected the room quality and guest satisfaction. After full consultation in advance, this problem is not difficult to solve.
Seven, strengthen safety awareness training, to prevent all kinds of accidents.
The employees of the engineering department organize the training of electrical appliances and fire-fighting equipment for the computer room managers. At ordinary times, all management personnel are required to pay attention to prevent unnecessary loss of water resources, pay special attention to fire hazards, and report to the construction unit in time when using open flames on the floor. In addition, it is necessary to enhance the awareness of anti-theft, and should call in advance to ask if the guests can see the guests, so as to avoid the situation that the service personnel are too enthusiastic and open the door for others casually. Keep records of suspicious personnel and strengthen contact with the security department.
How to be a good head waiter in hotel housekeeping department
First of all, as a foreman, you should pay more attention to your employees. The distance between the foreman and the employee is the closest, and the specific executor of the whole service is the employee. We only regard them as our brothers and sisters. Only by constantly caring for them, helping them and making them regard themselves as the most reliable friends can our work be completed more smoothly. At work, we should keep abreast of employees' ideological trends, fully mobilize employees' enthusiasm, inspire their confidence and let them see that our future is bright while strictly managing; We should help them to establish the concept of "store prospers and I decline" and enhance their professionalism. At the same time, we should arrange each employee's work reasonably, because each employee's quality, personality and ability are different. We should arrange suitable work according to each employee's different situation as far as possible, so as to "give full play to their talents" and let each employee give full play to their strengths.
Secondly, we should have real hands-on ability, rich management experience and professional service skills. We can't force employees to obey you in a commanding tone, but set an example, guide them with professional customer knowledge and quality service, set an example in everything, find problems for employees and solve them in time and reasonably. It is necessary to know the needs of guests at any time, and then do personalized service according to the requirements of guests, and constantly improve the quality of service. At the same time, we should pay close attention to on-the-job training. There are many small services and service skills that can't be learned in pre-job training. We can only teach them hand in hand and face to face in the actual operation process, cultivate employees' flexibility and adaptability, focus on cultivating polite language and behavior, strive for everyone to master and use service skills and skills skillfully, strive for more repeat customers and create better economic and social benefits.
Furthermore, there should be a sense of sales, and there should be a kind of cohesion between employees and departments, that is, our employees should introduce our other services to guests in a timely and appropriate manner while doing their jobs well. At the same time, employees should be educated to maintain the image of the hotel everywhere, not to do things that damage the image of the hotel, and to promote the hotel after work, because employees themselves come from different places and different classes, and their own words are an advertisement, which directly affects the image of the hotel to a great extent. As a foreman, we should not only strictly demand employees, but also set high standards for ourselves and set an example. As the old saying goes, if you want to take the Wan Li Road, you must go first. If you want to stop it, you must stop it first. If you complain about others, you have to blame yourself first. We must take the lead in doing what employees need to do and do it better. Only in this way can our foreman have prestige and preach to employees. As a grass-roots manager, we should focus on management, only do things without management, and never be a good foreman. When you do things, you should manage your employees and be a good foreman!