Housekeeping job responsibilities

Part 1: Responsibilities of the Housekeeping Center

1. Answer the phone accurately and record it in detail, and important matters should be recorded on a special book.

2. Quickly provide various services to guests.

3. Keep in touch with other departments, send relevant forms and reports, strictly implement the key collection system, and fill in the key distribution records.

4. Foreign borrowing registration, and timely recovery.

5. Keep all kinds of equipment and utensils, write and file them, and check them regularly.

6. Keep track of the room status and enter the computer accurately, and keep close contact with the front desk. In case of special matters, report to the foreman in time.

7. Timely inform the VIPs who are coming to the store or leaving the store, the room number of the tour group.

8. Make monthly 24-hour maintenance statistics and change and fill in the maintenance room and the display record of the extra bed in the room.

9. Daily morning shift attendants provide accurate room rentals on each floor.

10. Responsible for keeping the laundry of the customers in the store, and timely delivering the washed clothes to the guests, making records, receiving the laundry of the guests outside the store, and making the laundry record with the laundry room.

11. Report the guest complaints to the foreman and floor supervisor in a timely manner, and make a record.

12. Responsible for the hygiene and safety of the housekeeping center, finishing and keeping the statements.


Part 2: Responsibilities of the Housing Authority

1. Under the direct leadership of the foreman, hand over the shift on time, the grooming instrument is neat, and the working hours must not leave without permission. Answer the phone accurately and record the guest's affairs in detail, immediately notify the relevant department to handle the matter, and the internal affairs are handled according to the program.

2. When you receive the check-out notice from the reception desk, you should immediately check if the items in the room are missing or damaged. If the item in the room is damaged or the carpet is scalded, it should be reported to the main station and the customer should be compensated for the loss. When receiving the check-out notice from the guest, ask the guest if there is any entrusted item, make a record, and handle it in time. When you leave the store, ask for advice, help pick up your luggage, take it to the elevator to the ladder door, and then say your last name.

3, do a good job of shift records and signatures, handing over work keys, walkie-talkies, room items, prepared messages, faxes, letters, items, etc. as required. The handover is unclear and the problem is caused by the person on duty.

4. Strengthen the familiar work of the customer history, familiarize the long-term residents with the natural situation, master the relationship between the guests, discover the doubts from the phone and files, remember the contents of the general briefing, master the appearance of the criminals, pay attention to the work. Identify the findings. Suspicious people and suspicious things in the guests should be reported in a timely manner.

5, the key to the room is not allowed to borrow, not allowed to open the room privately, once found serious.

6, the extra bed should be checked, prevent impersonation, privately stay with others, without the approval of the leader, internal staff are prohibited from staying in the room during non-work hours, and should be stopped in time after the discovery, to persuade them to leave or report to the superior. It is forbidden to chat with guests.

7. Check the consumption of drinks in the small bar between real estate, accurately count, open accounts, and replenish in time. The 1-5 day of each month is the defrosting time of the regular freezer.

8. Responsible for collecting the laundry washed by the in-house guests, counting the number of pieces and handing over to the laundry site; responsible for the transfer of mineral water in the room, counting the deposit and keeping statistics.

9. If there is a fire, it is necessary to promptly evacuate the guests and leave quickly to ensure the safety of the guests.

10, provide shoeshine service, wake-up service, doctors on behalf of the doctor, drug delivery, small repairs of valet items.


Part 3: Responsibilities of the Housing Authority

1. Obey the arrangement of the superiors and complete the tasks assigned by the superiors with quality and quantity.

2. Organize various meetings of the department to convey the spirit of the department.

3. Communicate with the front office in time to ensure that the room is consistent.

4. Arrange the shifts of the team members according to the hotel's business conditions.

5. Perform the two-way functions of the service and supervision of the team members in strict accordance with the requirements of management.

6. Arrange the daily training of the team members, improve the service skills and knowledge of the service personnel, strengthen the staff's service awareness, improve the overall, high-quality and fast service for the guests, and do a strong foundation for the employee promotion.

7. Do a good job in communication between the person in charge of the room department and other departments to ensure correct and timely communication of information inside the room and other departments.

8. Do a good job in the statistical work of fixed assets and small assets in the room department.

9. Promptly raise questions in the team and carry out suggestions for handling.

10. Do a good job in building the spiritual civilization of the staff within the team.

11. Regularly train the employees in the team and follow the principle of common progress.

12. Responsible for the statistical work of the second-level warehouse of the guest room department.

13. Do a good job in the personnel management of the department.


Part 4: Responsibilities of the Housing Authority

1. All incoming calls must be answered within 3 rings.

2. Be enthusiastic, thoughtful, patient and fast when working in service

3, try to remember the voice of the guests and must remember the leadership voice, to make people aware

4. When answering the call, please start with the word, thank you later.

5. Be prepared to record the contents of the phone and promptly report the responsibility.

6, the hotel's confidential files should be properly kept and can not be leaked

7. Responsible for the registration and issuance of legacy items

8. Responsible for the daily dispatch of the house sweeping, registration of all key issues in the room

9. Responsible for all maintenance and engineering departments of the room and make a record

10. Register for customers and borrowed goods, and do your best.

11, have a certain ability to deal with customer complaints

12, all rooms in the room must be clear

13. When answering the call, the sound should be moderate, sweet, and the important phone should be repeated again after listening.

14, work in order to have a good service to be alert to the police

15. Be familiar with the location and business hours of each department.

16. Responsible for the application for mini bar items in the housekeeping center


Part 5: Responsibilities of the Housing Center

1. Responsible for the manager of the housekeeping department, inspect and supervise the work of the housekeeping center, ensure the standardization of the operations of the subordinates, and ensure the normal operation of the rooms;

2. Do a weekly and monthly work summary and work plan, and develop and implement training plans;

3. Responsible for the training of the department;

4. Participate in relevant meetings of the department and preside over the meeting of the post;

5. Responsible for establishing facility files and keeping them updated;

6. Responsible for collecting special requirements of frequent residents and administrative floors and VIP guests, establishing customer history files and constantly updating and perfecting them to provide personalized services for guests;

7. Responsible for the work of the clerk in the housekeeping department;

8. Read all kinds of reports, understand the customer's situation, focus on the guests, and communicate to each relevant position;

9. Responsible for the regular inspection and handling of borrowed and leftover items by the guests;

10. Responsible for the establishment and improvement of the use of customer supplies and staff supplies and the establishment of fixed assets, and ensure that they are correct;

11. Responsible for the establishment and card building of all business supplies of the housekeeping department, and provide the monthly housing number of each floor;

12. Responsible for monthly inventory work and timely report all statistical data;

13. Do a good job of sending and receiving articles and cloth towels;

14. Do a good job in the disposal of the collected items in this department and establish accounts;

15. Participation in the management of consumable items and the negotiation of internal and external claims;

16. According to the demand of the item, propose a forecast plan for the demand of the item on a quarterly or annual basis;

17. At the beginning of each month, submit the item storage plan in time, and submit the inventory form in time at the end of the month;

18. Provide accurate data and properly keep all the documents and forms;

19. Responsible for the cost accounting of the department and report to the manager every month;

20. Responsible for filling out sporadic food/supplies, material purchase orders, and reporting to the Finance Department;

21. Responsible for supervising, inspecting and assessing the quality of the clerk's work in the housekeeping center, and rewarding and penalizing his work performance;

22. Complete the temporary work assigned by the superior.