Hotel room department work process

1. Check the arrival of the staff of the headquarters first every day.

2. Check the grooming of the employee.

3. Check the night shift report and check with the front office minister.

4. Communicate with the Minister of the Front Office. If there is a VIP guest or team booking, you must inform the floor attendant in advance to prepare.

5. Personally check the status of vip rooms and group rooms to ensure that all facilities and equipment are functioning properly.

6. Check the waiter's housework regularly every day.

7. Regularly check the hygienic cleanliness of the rooms every day.

8. Handle guest complaints and report to the manager.

Second, the floor foreman

1. Check the room status and night shift report first every day at work.

2. Before the start of the class, check the attendance of the waiter and the grooming of the staff.

3. Assign work according to the state of the room.

4. On-site supervision of the waiter's housekeeping procedures and standards, and found problems in time.

5. Responsible for checking the health status of each room. If the standard is not met, the waiter must be required to redo to ensure the quality of each "ok" room.

6. In the process of ward rounding, if there is damage to the facilities and equipment, it should be repaired immediately, and the maintenance situation should be tracked. The situation of the room should be notified to the main station in time. If the repair is over 30 minutes, the maintenance worker is not in place, that is, the superior is reported.

Third, the floor attendant

Work program:

Floor early, middle and late shift work program

Early shift attendant:

1. Responsible for cleaning the arranged rooms every day to meet the standards of the hotel, such as:

a, change sheets, pillowcases, make beds.

b. Clean the bathroom, clean the carpet, wall and window frame furniture.

c. Change towels and supplements, such as matches, soaps, stationery, etc.

d, dump garbage, clean ashtrays, trash cans, clean water cups.

e, clean the wardrobe, wallpaper, ceiling, air conditioning tuyere, mirror and carpet dust.

2. Put the used tableware dining car out and put it in the workplace. You can't put it in the hallway and notify the delivery department in time. Shoe shine service is available to guests.

3. Check and replenish the drinks.

4, collect laundry, check the laundry list, the room number is correct.

5. Send newspapers and magazines to the room.

6, when the guests request additional supplies, they should be promptly sent to the guests, and responsible for recovery. For example: extra bed, socket, hair dryer, etc. 7. Cleaning service areas, such as employee toilets, work rooms, fire doors, corridors, etc.

8. Report special circumstances to the foreman in time, for example: report the engineering maintenance order, change the light bulb, find the “dnd” room where the valuables are not made in the room, and submit the report and report of the leftover items.

9. Replenish the items of the work vehicle to keep the work car clean and place it according to the standard.

10. Fill out the daily work report form.

11. Maintain the equipment and equipment used, such as vacuum cleaners.

12. Responsible for keeping the floor key and handing it to the office when you are off work.

13. Report the room status to the foreman in time.

14. Report to the foreman that there is no clean room and explain why.

15. Obey the work arrangement of the foreman.

16. Report any other situation or suspicious person on the floor in a timely manner.

18. Register all the things on the day of the shift, and sign the foreman to get off work.

Fourth, the middle shift waiter:

1. When the early shift is not enough, the early shift staff should be assisted to do other work. For example, the clean floor public areas, corridors, lampshades, house numbers and special cleaning of the room must be completed within the specified time.

2. Responsible for the opening service.

3. Complete all assigned work and clean check out.

4. Change and replenish bathroom linen towels if necessary.

5. The requirements placed on the guests should be as satisfying as possible.

6, responsible for the guests with extra beds, tables and chairs.

7. Record the room without opening the bed and explain the reason.

8. Responsible for cleaning public areas every day, such as public restrooms, walkway vacuuming, fire doors.

9. Send the cleaned guest clothes to the guest room.

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10. Clean and replenish the work car.

11. Keep the used equipment intact before leaving work, such as vacuum cleaners.

12. Complete other tasks for the foreman.

13. Keep the total key of the floor and pay attention to return to the office when you get off work.

14. You can get off work after the minister or the foreman agrees.

Fifth, the evening shift attendant:

1. Continue the unfinished work of the middle class.

2. Provide services to guests.

3, regularly patrol the building, find problems and report in time.

4. Clean and check out if necessary. 5. Cope with unexpected events at any time.

6. Irregular cleaning of the walkway and the carpet of the room.

7. Make a detailed shift every day.

8. The notice to the front desk should be processed promptly and reply to the front desk.

9. Keep the floor key or other key used, and pay it back to the office when you get off work.

10, must keep the machinery and equipment used intact and clean before leaving work.

11. Complete other tasks arranged by the superior.

12. The minister or the foreman agrees before they can get off work.

Floor team reception program

One: forecast and confirmation:

1. When receiving the notice from the front desk, check the team name, date of stay, date of departure, number of people, nature of the team, foreman's name, room requirements, etc.

2. Before the team arrives, check whether the room is arranged as required, whether the facilities, sanitation and items are good.

3. When the team arrives, the waiter greets the guests in the elevator, guides the guests into the room to introduce the hotel facilities service project, remembers the name and room number of the letter leader, and knows whether there are special requirements.

4. The guest transports the goods into the room and carefully checks whether all the luggage has entered the room.

Two: check-in service:

1. First of all, we must understand the dining and activities of the guests. The activities of the team guests are consistent, and the room cleaning and small service are arranged properly.

2, the team guests activities have plans in advance, to provide customers with ice, laundry, tea, borrowing and other services in a timely and accurate manner, can not delay the guests' itinerary.

3. When making a room, check the room for any unsafe factors, and the lockout situation of the guest out of the room, and keep the guest secret. The situation was reported to the superior in time.

Three: departure service:

1. Check out and check out quickly and accurately. Check one room at the front desk to check for damage to facilities and equipment, alcohol consumption and leftovers.

2. Take the initiative to provide luggage for the guests and say goodbye to the guests.

Preparation before cleaning the room:

Can't enter the guest's room without permission

Pay attention to the sign of the room door

Knock on the door before entering the house

Room cleaning program

1. Under normal circumstances, the room should be cleaned in the following order:

Vip room - listing clean room - housing - walking room - vacant

2. When the house is tight, the order can be changed slightly:

Vip room - listing clean room - walking room - housing - vacant

3. The hygiene of the vip room should be cleaned immediately after receiving the notice or leaving the guest. 4. The cooked rooms are cleaned according to the time required by the guests.

a) Go to the cleaning of the room

The cleaning of the guest room on the day of checkout is to clean the room. The room cleaning and program can be summarized in nine words: "in", "extract", "shop", "wash", "wipe", "fill", "suck", "check", "light", specific The content is as follows:

1, "in"

Gently knock on the door three times, three times each time, and report "waiter or housekeeping."

Slowly push the door open and hang the "cleaning card" on the door lock handle, and the door opens until the end of the work. Turn on the light and check for malfunctions.

Place the small blanket on the carpet at the door of the bathroom, and place the cleaning basket on the side of the marble countertop.

Pull out the curtains and window screens to make the room full of light for easy cleaning.

Open the window and let the room circulate.

2, "withdrawal"

Drain the dirt from the toilet, then spray the “two cylinders” with detergent: the basin and the toilet. Then, withdraw the "three towels" used by the guests.

Check the drawers of the closet and the cabinet in order, and the leftover items should be handed over to the front desk in the first time. Try to return it to the guest as soon as possible and make a note on the health day report.

Use the room trash can to collect garbage. If the cigarette holder of the ashtray has not been extinguished, it must be extinguished before it can be poured into the trash can to avoid fire.

Remove used cups, extra beds or cutlery.

Clean the bed. Remove the used sheets and put them into the linen bag at the end of the cleaning car.

3, "shop"

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After the bed is laid, the bathroom should be cleaned first, so that it can be kept for a certain period of time. After the dust raised by the bed is dropped, use a rag to remove the dust.

4, "wash"

The bathroom is the easiest place for guests to pick and choose, and must be carried out in strict accordance with the operating procedures to achieve the required hygiene standards. Open the blower and put on gloves before cleaning.

Spray the "two cylinders" again with detergent.

Handle paper waste. Throw the old razor blade, broken soap, used bath bottle, hair bottle, toothpaste, etc. into the trash can and pour it off.

Wash the ashtray and soap dish.

Wash the wash basin and pay attention to the smudges on the washbasin faucet.

Rinse the wall with a shower head.

Wash the toilet, toilet seat and cover with a marked ball of hair. Pay special attention to brushing the water outlet, water inlet, toilet wall and base of the toilet.

Use a dry rag to dry the ashtray, soap dish, wipes tray, bathroom light switch, socket, mirror, marble table, wash basin and faucet, face towel holder, roll holder, telephone, wall, bathroom door panel, etc.

Use another rag to wipe the toilet and its water tank.

Put the cleaned trash can back in place and put the cleaned ashtray back in place.

Wipe the sanitary floor with a special rag. The cleaned bathroom must be clean, dry, odor-free, free of dirt, soap and water.

5, "wipe" from the outside of the door to the door, the inside and outside of the door, and pay attention to the door handle and the safety map behind the door.

In a clockwise direction, from top to bottom, wipe the furniture and items of the room, and pay attention to the bottom and corners of the furniture.

● Pay attention to the difference between dry and wet rags

For example, wipe the mirror, lamp, TV and other equipment with a dry cloth; use dust on the soft fabric of the furniture; use dust on the wallpaper to avoid wiping with a damp cloth.

●Check the electrical equipment in the room

In the process of dusting, you should pay attention to check whether the electrical equipment such as TV, audio, telephone, light bulb, etc. is faulty. Once found, repair it immediately and make a record.

● In addition to dry rubbing, if the facilities and equipment in the room are smudged or not smooth, it is necessary to wash the furniture with the aid of detergents and other items.

6, "complement"

Replenish the supplies in the bathroom and arrange them neatly according to the uniform requirements.

The facial tissue and the roll paper should be folded at an angle, which is both beautiful and convenient for guests to use.

The "three towels" are placed neatly in the prescribed position.

The items in the room must be placed neatly according to the specifications of the hotel.

Supplement cup

The supplement of room items should be supplemented, supplemented and placed according to the number of products and the requirements of the hotel. Note that the logo is for the guest.

7, "suck"

First clean the cable of the vacuum cleaner, plug in the power supply, and put the vacuum cleaner into the room before turning it on.

First suck up from the window.

When sucking the carpet, you must first reverse the grain, and then push the handle in the direction of the grain.

When the corner is raised, there is a place where the furniture is blocked. First move the furniture and reset after vacuuming.

Suck the bathroom floor. Pay attention to the function of converting the mop so that it is suitable for hard floors, and the floor where there is water can not be sucked to prevent leakage and accidents. When vacuuming, be careful to suck the hair hidden in the gap in the floor.

8, "check"

The inspection is self-examination. After the room is cleaned, the room attendant should review the room to see if it is clean, whether the items are complete, whether the requirements are met, and whether the cleaning supplies or tools are left behind. Finally, it is also necessary to check whether the curtains and screens are pulled up and whether the air conditioner switch is in the proper position.

9, "lights"

Turn off the lights in the room.

Gently close the door. Retrieve the "cleaning" card.

The time of registration, departure, and housework.

b) Cleaning of the living room

The cleaning program for the living room is basically the same as that for the walking room, but since the living room is the room that the guest still uses, there are some places to pay special attention when cleaning.

1. When the guest is in the room

● Please say hello politely and ask if you can clean the room.

● Operate lightly and don't talk to the guests. ● If you encounter a visitor, you should ask if you want to continue cleaning.

● After cleaning, ask the guest if there are other instructions, then pledge the room to the guest and gently close the door.

2. The guest returns to the room halfway

In the cleaning work, when the guests return to the house, they should take the initiative to say hello to the guests, ask for comments to continue cleaning, if they are not allowed, they should leave immediately, and then continue to clean after the guests go out.

3, when the room phone rings

The room phone is the main communication tool for the guests. The right to use belongs to the guests. In order to avoid misunderstandings and unnecessary troubles, do not answer the phone during the cleaning process.

4. When the item of the guest is damaged

Care should be taken when carrying out house cleaning and cleaning work. Do not move your belongings freely. If necessary, handle it gently and put it back in place after cleaning. In case of accidentally damaging the guest's belongings, it should be truthfully reflected to the supervisor and take the initiative to apologize to the guests. If it is a valuable item, it should be accompanied by the supervisor and seek advice. If the other party requests compensation, it should be based on the specific circumstances. The room department will pay compensation.

When cleaning the room, you should also pay attention to the following:

●Don't close the guest's files and books, don't move the position, and don't even look up.

● Do not touch your mobile phone, laptop, wallet, and valuables such as watches and rings. But the clothes that are put on the chair or piled up on the bed should be hung up for the guests and put in the closet.

● Check if the guest has laundry. When cleaning the room, check to see if the guest has laundry. If so, carefully review the contents of the laundry list and the clothes delivered, then put the clothes into the laundry bag and put them in the door. Wait for it to be collected and sent to the laundry room for cleaning.

● For long-term housing, pay attention to the habits of the guests' items when cleaning.

● When leaving the room, the door closing action should be light.

c) vacancy cleaning program:

1. Open the door with the room key and fill in the room time.

2, open the door, start cleaning, to check the main.

3, while dusting, check the window screen, whether the curtain is damaged, whether the bedding is damp, whether the electrical appliances and lamps can be normally turned on, whether there are insects on the ground, whether the supplies are complete, whether the position of the items moves or not. If there is any problem, replace it in time, clean it or repair it. .

4. If there is a reservation on the day, the air conditioner should be adjusted. After the inspection, the door will be closed and the time for leaving the house will be filled out.

d) Do not disturb the sanitation cleaning requirements of the room

1. Do not knock the door of the room before 2 pm in the room with the "Do Not Disturb" card. Write down the room number and the listing time on the work order.

2. When work or cart passes, the sound and operation should be light, so as not to affect the rest of the guests.

3. If after 2:00 pm, the room still has a "Do Not Disturb" card. The waiter should immediately notify the floor foreman, the front desk minister or manager, and then inform the front desk about the account's account.

4. Pay attention to the movement of the room. Knock on the door after 3:00 pm to ask if you want to clean up.

5) Open the night bed operation program:

1. Knock on the door and report to the waiter. If you have a guest, you should seek the opinions of the guests.

2, open the night bed, if you have more items placed on the bed, you can not open the night bed, small items can be removed.

3. Fold the quilt corners on the side of the bedside table into a 45-degree angle. If the double bed is occupied by two people, the quilt will be folded into 30 angles on both sides.

4. Keep the bed beautiful, correct the morning shift, and find the stained sheets to be replaced.

5, in addition to a bedside lamp, the rest of the lights should be closed, the suite's lights are all open, the bedroom is the same as the standard room.

6. Wash the three cylinders used by the guests once, wipe them dry, replace the three towels used by the guests, pour the garbage, dry the floor, 7. patrol again, see if the cleaning supplies are left, and gently lock the door. Turn off the light and record the time of entry and exit.

Walking inspection program:

1. Knock on the door and report to the waiter. Open the door and turn on all the lamps to see if there is any burnout. If there is any repair.

2, see if the facilities in the room are intact, see the sheets, quilt cover, pillowcase, three towels and cups are damaged or missing.

3, if there is a lack of damage to report to the front desk, no report will be ok.

4, check whether the wine is complete, if it is lacking, please open the wine list as soon as possible to the front desk for the guests to check out.

5, see if there are any leftovers left by the guests, if there is a report to the front desk to tell the guests to take back.

6. Whether the remote control of TV and air conditioner is complete.

Six) Room disinfection program

Cup disinfection:

1. Mix 84 disinfectant in a ratio of 1:200.

2. Immerse the slag-cleaned tea cup in the proportioning liquid for 30 minutes.

3. Rinse the disinfectant with water and dry it.

4, then put into the disinfection cabinet for 30 minutes.

5. The disinfection cabinet is cleaned every three days.

Disinfection of basin and toilet:

1. First remove the large surface dirt with water to make the surface smooth.

2. Spray 1:200 of 84 disinfectant on the surface for 5 minutes.

3. Brush with a special brush.

4. Finally rinse with water and dry. Cycle health plan one week 10 days 15 days a month first quarter half year a year bed vacuum cleaning glass window bathroom air conditioning filter anti-mattress TV vacuum cleaner fire extinguisher furniture wax seat vacuum air conditioning air outlet wash chair drying Curtain air conditioner outside machine wiper fan bed vacuum cleaner freezer inside washboard head cotton tire stair handrail smudge smudge hydrant wash carpet horse 捅 water tank air conditioning shell.