There are two serious problems in customers' complaints about bad reviews:
First, the slipper anti-slip problem:
? The quality of the last batch of slippers is better than that of the original batch, but the anti-skid problem has not been completely solved. When guests check in, they can be reminded to lay the floor mat to prevent the slippers from getting wet. The last batch was used up, and the next batch was changed to the buyer.
Second, the customer complained about the service attitude of the aunt in cleaning the room.
The guest room is the most important product after the guest stays in the hotel, and its product quality and service quality directly determine the guest's satisfaction.
However, the guest room work is chaotic, how can we do everything in detail? Summarize the guest room work into nine words, hoping to improve work efficiency and service quality clearly and intuitively.
1 word: gold
Enter, literally means enter the guest room. Attendants should pay attention to the following points when entering the guest room:
1. Knock on the door three times, three times at a time, and declare that you are a waiter.
2. Slowly push open the door, hang the "cleaning card" on the handle of the door lock and keep it open until the work is over. Turn on the light and check the fault.
3. Fold the carpet in half and put it on the bathroom door handle.
4. Open the curtains and screens to make the room full of light and easy to clean.
Open the window and let the air circulate in the room.
The second word: withdrawal
"Take back" mainly refers to the replacement of used items in guest rooms and the disposal of garbage left by guests:
1. Wash the dirty things in the toilet with water, and then spray the "three cylinders" with detergent: basin, bathtub and toilet. Then, take off the "four towels" (face towel, square towel, bath towel and floor towel) used by the guests.
2, check the wardrobe, shoe cabinet, bedside table in order, the legacy items should be handed over to the machine-team at the first time, can't be returned to the guests as soon as possible, and make records in the front desk health daily report.
3. Use the room trash can to collect garbage. If the cigarette end of the ashtray has not been extinguished, it must be extinguished before it can be poured into the trash can, so as not to cause a fire.
4. Take out the used takeaway cups and clean the cups and teeth.
5. Clean the bed, remove the used sheets and put them in the linen bag of the cleaning car.
Bed cleaning steps
1, take off the pillowcase
Answer: Pay attention to whether there are any left-over items such as watches, wallets and necklaces in the pillowcase;
Put the pillow on the bay window mat.
Step 2 take off the sheets
A, sheets should be uncovered one by one to avoid being torn.
Pay attention to whether there are articles with guests;
Take back used sheets and pillowcases.
A. Put the removed sheets and dirty pillowcases into a linen bag at one end of the cleaning car;
The third word: shop
A "store" is actually a bed for arranging hotel rooms;
1. Operate the bed-making method according to the bed-making procedure specified by the hotel;
2. The paved bed should be smooth, symmetrical, crisp and beautiful.
The fourth word: wash
After making the bed, you should clean the bathroom first, leave some time for the dust raised by making the bed to fall, and then use a rag to remove dust. The bathroom is the most critical place for guests, and it must be carried out in strict accordance with the operating procedures to meet the prescribed hygiene standards. Wear gloves before cleaning.
1. Spray the washbasin and toilet with detergent again.
2. Dispose of the rubbish in the wastebasket, and throw the broken soap and used toothpaste into the trash can and throw them away together.
3. Clean the ashtray and teacup.
4. Pay attention to the stains on the washbasin and faucet. (Wash the hair in the washbasin and check whether the water is smooth)
5, shower door, shower curtain, wash the door and wall with a shower nozzle.
6. Clean the toilet, toilet board and toilet cover with marked hairballs. And pay special attention to the water outlet, water inlet, inner wall and base of the toilet.
7. Wipe the teacups, ashtrays, wiping baskets, water cup holders, wash basins, small faucets, mirrors, bathroom switches, sockets, washcloths, paper roll holders, telephones, the wall above the bathtub and the bathtub (both inside and outside should be wiped with shower accessories, clothes hooks and bathroom door panels).
8. Wipe the toilet and its water tank with another rag.
9. Put the cleaned trash can back to its original place, and put the cleaned ashtray back to its original place.
10. Wipe the bathroom floor with a special mop. The cleaned toilet must be clean, dry, free of peculiar smell, dirt, soap and water. (Pay attention to the hair on the drain pipe)
The fifth word: wipe
"Wipe" is mainly to wipe some facilities in the guest room and check the electrical equipment and other facilities in the room:
1. Wipe inside and outside the door from the number outside the door, and pay attention to the wiping of the door handle and the safety map behind the door.
2. Wipe the indoor furniture and articles clockwise (or counterclockwise) from top to bottom, and pay attention to the bottom and corners of the furniture.
During dust removal, the personnel on duty should pay attention to the following items:
First, pay attention to the difference between dry rags and wet rags:
Wipe mirrors, lamps, televisions and other equipment with a dry cloth; Soft furniture and fabrics should use special vacuum cleaners; The dust on the wallpaper must not be wiped with a wet rag. Special attention: alcohol cotton can be used to wipe the gaps of various remote control boards, which can prevent cross-infection of bacteria.
B, check the electrical equipment in the room
In the process of dust removal, we should pay attention to check whether there is any problem with electrical equipment such as TV, telephone and light bulb. Once found, it should be repaired immediately and recorded. (to avoid the problem that the TV won't turn on after the guests enter the room)
C, in addition to dry cleaning, all facilities in the room should be checked.
The sixth word: complement
1, supplement the toilet items and put them in order according to the unified requirements.
2, tissue paper, roll paper folding angle, which is beautiful and convenient for guests to use.
3. The "Four Towels" should be placed neatly according to the designated position.
4. According to the requirements and specifications of the hotel, the supplementary items in the guest room should be placed neatly.
5. Supplement the tragedy.
Articles in the room should be supplemented, supplemented and placed according to the number of varieties and escort requirements stipulated by the hotel, and the trademarks should be consistent.
In order to reduce the workload, the hotel does not require high-intensity work with vacuum cleaner, but sweeps the floor of the guest room first, and then drags it.
The eighth word: check
"Inspection" is mainly self-inspection. After cleaning the room, the room attendant should look around the room and conduct self-inspection:
1, see if it has been cleaned up.
2. Whether the goods are complete.
3. Whether the placement meets the requirements.
4. Whether to leave cleaning supplies or tools.
5. Check whether the curtains and screens are closed.
The ninth word: Deng
"Boarding" is mainly what the waiter needs to pay attention to after finishing the room hygiene, and make a good registration.
1. Pull out the key card in the room.
2. Close the door gently and take back the "Clean" sign.
Without perfect service, it is difficult for everyone to adjust. Hotel services must be reasonable and timely to solve the needs of guests, roll with the punches. Try to do your job well, remember not to contradict customers, not to chat with customers, not to pry into customers' privacy, and not to praise them deliberately? During my work, I don't gather people to chat, snitch, slander each other, and make excuses for my work mistakes.
This mistake is also related to my negligence and laziness in management. In the future, we will be colleagues at work and friends after work. I hope everyone will be strict with themselves.