Hotel room attendant training plan (1) 1. Reduce service links
Improving service efficiency is an important part of service, and many complaints are caused by low service efficiency. Any requests and services put forward by guests are expected to be solved as soon as possible, rather than being pushed around by others, so it is imperative to implement "one-stop" service. After the guests check into the hotel, they don't know all kinds of service numbers. Although we made a small phone note on the phone, most of the guests didn't read it carefully. When they need service, they will pick up the phone and dial a phone number at will. The phone keeps turning, which is very inconvenient for the guests and greatly reduces their satisfaction with our service. Our department will improve service efficiency by reducing service links.
Second, establish a customer service center.
At present, the switchboard and service center are two posts for telephone service customers. Many customers need to call the switchboard or other extensions, which will be transferred to the service center after receiving the service. This will easily lead to service delay or loss of service information, because other positions simply do not understand the needs of customers. If they are busy with their work, they will delay or forget to convey service instructions, which will bring great inconvenience to our service and be easily complained by guests. Only the person who answers the phone can understand the anxiety of the guests, know the real needs of the guests, know which service is most urgently needed, and inform the service reasonably. In order to reduce service links and facilitate guests, the switchboard and service center are merged to form a guest service center. Just dial "0" to solve all hotel services and inquiries.
1. The function of the guest service center The guest service center is also the information center of the hotel, which collects all the information of the hotel and the external information related to the hotel, and organizes and delivers it; Receive service information in a unified way, accurately transmit service instructions, and ensure that services can be provided in time.
2. The work content of the guest service center
Answer the phone and provide service. After the merger of the switchboard and the service center, all the outside calls and services of the hotel are transferred by the customer service center, which can provide services for special guests, which not only improves the service efficiency, ensures the accuracy of the service, but also reduces the workload of floor attendants.
② Accept telephone appointments and inquiries. At present, there are three telephone extensions at the reception desk. According to statistics, from September to June, the reception desk can only receive more than 20 external calls, and the daily traffic plus internal calls can reach more than 70. With such a high flow, it is impossible for the receptionist to fully receive the guests. When guests check in from the outside, they all hope that the sooner the better, but when the receptionist receives the guests, she is often interrupted by the phone several times, which leads to our service can not be guaranteed. If the computer in the customer service center is connected to the front desk, all telephone reservations and telephone inquiries can be operated by the customer service center, which not only facilitates the guests, but also allows the front desk receptionist to have more time to serve them.
(3) Change the room status in time to ensure that the room is rented. The floor foreman can call the customer service center to change the room status after checking the room, and the customer service center can immediately change the room status after receiving the notice to ensure that the room can be rented in time.
④ Key management. All the keys of the guest room are kept, issued and registered by the guest service center.
⑤ Disposal of lost property. The guest service center is responsible for the storage, preservation and claim of the items left over by the whole hotel, and handle them according to the regulations.
⑥ Telephone statistical analysis. The customer service center makes statistical analysis of the calls received every month, analyzes our shortcomings, better understands the needs of customers and improves our service level.
Third, the foreman salary adjustment method
1. The foreman's salary base is 700 yuan, and the post salary is 400 yuan, 200 yuan. According to the foreman's assessment results, adjust the post salary accordingly.
2. According to the foreman's professional level, staff training, unity and cooperation, comprehensive ability and other aspects, the foreman with the worst assessment for three consecutive times will be disqualified.
The foreman who has been absent from work for three consecutive months only enjoys the basic salary.
Fourth, cultivate employees' observation ability, provide personalized services and build service brands.
With the development of the industry, the management concept and service concept of the hotel industry are constantly updated. It is not enough to satisfy customers, but also to make them unforgettable. This requires providing personalized services on the basis of standardized services. Hotel service pays attention to "thinking what guests think and being anxious about what guests are anxious about". Service personnel should pay attention to observation, guess the psychology of the guests, provide services as quickly as possible when the guests have not said their requirements, and send pillows as soon as they want to sleep, as we often say. Imagine if customers will never forget such service. The department will focus on training employees how to provide personalized services according to the living habits of guests. In daily work, by encouraging training, collecting and sorting, standardizing the system and rewarding training, it will become the conscious action of employees and promote the improvement of overall service quality.
1. Encourage training: the department will train waiters who have excellent work performance and are well received by guests, so as to raise their service awareness and quality to a higher level, base themselves on their posts and strive for first-class service.
2. Collection and collation: Department managers strengthen on-site management in their daily work, look for typical examples of personalized services from front-line services, collect and collate them, and summarize them into files.
3. System standardization: the typical cases sorted out will be popularized and constantly supplemented and improved in practice, so as to form systematic and standardized data as a standard for measuring service quality, and make the model paste management transition to quantitative management.
4. Training reward: The sorted materials can be used as training materials, so that new employees can understand the work requirements and learning objectives from the beginning, and the old employees can find the gaps through comparison, make up for the deficiencies and improve their understanding. For employees who have made outstanding achievements in their work, the department will commend and reward them in various forms, so that employees can form a good atmosphere of scrambling and making contributions.
The core of business lies in creating products, and the core of hotels lies in creating services. In daily service, employees are required to provide "five hearts" service according to the simple, convenient, fast, sensitive and high-quality service standards. Jane: Work procedures should be as simple as possible, work instructions should be as simple and clear as possible, and feedback should be concise and to the point.
Convenience: make guests feel convenient everywhere from entering the store to leaving it.
Speed: We should meet the needs of guests as soon as possible. Jie: The waiter should be quick-witted, understand and respond to the guest's behavior quickly, and then provide good service: the guest should feel "value for money" after receiving the service. Things are hotel products, that is, services
Five-hearted service: meticulous service to key guests, wholehearted service to ordinary guests, considerate service to special guests, patient service to picky guests and enthusiastic service to difficult guests.
Five, the peripheral greening environment is improved, and the indoor greening plant varieties are replaced.
Since the hotel terminated the contract with Xingyuan Greening Company at the end of 20xx 10, the peripheral greening has been managed by pa employees themselves. Due to the lack of technology and experience, some green plants have not been well maintained, and there is little rain in Hainan this year, which has caused the phenomenon of dying. Next year, dead plants will be replaced, as many flowering plants as possible, and some southern fruit trees will be replanted in the periphery to add some joy to the restaurant. At present, there are problems of single indoor plant species and low grade in hotels. Contact the appropriate greening company next year and reach an agreement to completely solve this problem.
Six, business floor guest supplies replacement
At present, after the renovation of the room on the business floor, the guests feel that the grade is higher, but the guest supplies in the room have not been replaced, and the grade is average and very uncoordinated. It is planned to replace the guest's articles on the business floor, such as changing the tea bag into bulk tea, and changing the packing box of toiletries into an environmental protection bag to upgrade the room grade. The implementation of the above plan requires the joint efforts of all staff, the assistance and cooperation of other brother departments and the strong support of store leaders. I hope that when we look back on our work in 20xx next year, we will gain not only confidence, but also fruitful results.
Hotel room attendant training plan (2) 1. Do a good job in department management.
1. At the beginning of the hotel's opening, employees' self-discipline and service awareness were poor, and paternalistic management was the main way to improve employees' self-discipline and service awareness in a short time;
2. With the improvement of employees' self-discipline awareness and service awareness and the maturity of departmental operation mechanism, we will implement humanized management, respect employees' opinions, give full play to employees' enthusiasm, encourage employees to express themselves and cultivate talents.
Second, do a good job in departmental services.
1, do a good job in reception service to make guests feel at home;
2. Do a good job of cleaning and sanitation to provide guests with a comfortable living environment;
3. Continuously train employees to improve service quality, personalized service and non-interference service.
Third, do a good job in the sales of hotel products such as guest rooms.
1, collect market information, put forward reasonable suggestions on room management, and improve room business income;
2. Cultivate employees' sales awareness, improve sales skills and actively sell hotel products.
Fourth, collect the opinions of the guests and constantly improve their satisfaction.
Collecting guests' opinions is an important way to improve hotel management and service level and service quality.
Fifth, strengthen communication with guests.
Establish a good relationship with guests
Sixth, innovative services.
Visit and learn from the advanced experience of other hotels.
Seven, do a good job in fixed assets management and equipment management.
Do a good job in the maintenance of equipment and facilities, avoid the loss of fixed assets and reduce the damage of equipment and facilities, and improve the use efficiency of equipment and facilities.
1, establish equipment and facilities files;
2. Establish the daily management system of equipment and facilities;
First, do a good job in training
B, formulate maintenance system
C, make relevant records.
D, formulate loss reporting and compensation system
E, regular inventory
3, do a good job in the maintenance of equipment and facilities.
I. Daily maintenance of equipment
B, step by step inspection of equipment
C, equipment maintenance and processing
4, do a good job in equipment renovation.
I. Daily maintenance
B, partial update
C, comprehensive transformation
Eight, do a good job in the management and control of guest supplies, reduce operating costs.
On the premise of meeting customers' requirements, reasonably formulate the consumption of guest goods and wealth-generating goods, control the consumption of goods, reduce waste and loss, and reduce operating costs.
1, room supplies quota management
Determine the quota quantity of guest supplies and strengthen plan management.
A, disposable consumables consumption quota
B, a variety of consumables consumption quota
C, determine the reserve quota of room supplies
2, the daily management of room supplies
I. Regular distribution
B, correct storage
Control loss
Establish guest supplies management responsibility system, floor foreman's control over waiters, and housekeeping department's control over guest supplies.
Three-level control: guest goods control of central warehouse, guest goods control of floor supervisor and anti-theft.
D, implementing the "4r" method
Reduction, reuse, recovery (reuse) and substitution
E, do a good job of statistical analysis.
Nine, do a good job in safety management
1, guest information is confidential;
2, anti-theft work;
3. Fire prevention work;
4, accident prevention work;
Hotel room attendant training plan (3) 1. Cleaning of public areas
The public area of the hotel is basically composed of porch, lobby and corridor. The first impression made by the hotel is very important. Using correct, formal and professional cleaning methods will make guests feel value for money.
There is a large flow of people in the public area, and the guests who check in are likely to bring dust, even bacteria and other harmful substances from outside. It is particularly important to dust the ground in time and keep the environment clean and tidy.
Ultra-quiet vacuum cleaner has become the new favorite of star-rated hotels. Its ultra-quiet function can vacuum at any time and place, even at night, there is no need to worry that guests will be affected by vacuum cleaning noise.
After dust removal, the ground should be deeply cleaned to prevent and eliminate all kinds of bacteria and deep dirt.
Hard floor cleaning, it is best to use a fully automatic floor brushing machine that integrates water spraying, floor brushing and sewage recovery. Compared with manual work, it is more efficient, simple and environmentally friendly. If the traditional manual mop+vacuum cleaner is used, it will not only be inefficient, but also harmful substances such as bacteria carried on the mop will spread everywhere.
For carpet area, carpet dry cleaning and wet cleaning technology should be combined. Carpet dry cleaning machine is a newly introduced carpet maintenance dry cleaning equipment, which can greatly reduce the frequency of carpet wet cleaning and effectively improve the utilization rate of carpet. Spray carpet cleaning machine is generally used for carpet wet cleaning, and it is a necessary equipment for carpet deep cleaning. Carpets must be thoroughly cleaned every once in a while, and the time for wet washing and air drying is about 4 hours. If the quick-drying detergent is used together, the quick-drying speed can be increased by 70%.
As for stone maintenance, crystal surface treatment and basic carpet cleaning, it is recommended to use a single wiper.
Recommended equipment: ultra-quiet vacuum cleaner, automatic sweeper, carpet dry cleaning machine, jet carpet cleaning machine, monomer cleaning machine.
Second, the room is clean
Guest rooms are the top priority of hotel cleaning, which directly affects the health and beauty of guests.
Dust removal is healthy, so mite removal, sterilization and disinfection should be placed in a more important position in room cleaning.
In addition to noise reduction by silent vacuum cleaner, room vacuuming also needs to use vertical vacuum cleaner for deep cleaning regularly, because the electric roller brush of vertical vacuum cleaner will sweep out the dirt hidden in the carpet and then suck it off.
There are a lot of mites on the carpet. When cleaning carpets, acaricide is also essential in addition to cleaning agents such as rattan. Kaichi's special acaricide can be used once to ensure that no mites are born for nine months. Generally speaking, carpet foam cleaning uses a single wiper. Although it is not as thorough as spraying equipment, it is efficient and fast, saving the working time of cleaning staff.
Sofas and fabrics in guest rooms are generally cleaned by small spraying equipment, and mite removal and sterilization are also its main purpose.
The bathroom in the guest room is one of the most sensitive areas for guests. Even a bathtub in a five-star hotel, many guests may not dare to live in it. First of all, they are afraid of being infected by bacteria and viruses. Second, I am afraid that the cleaning agent left by the cleaning staff will have side effects on the skin. The above problems can be solved by using high-temperature steam cleaning machine to remove scale, sterilize and disinfect with its high-temperature steam.
Today, with the increasingly fierce competition in the hotel industry, some excellent hotels have taken the lead in putting forward advanced concepts such as "mite-free room" and "pure physical high-temperature steam sterilization and disinfection", which have been widely recognized by customers.
Recommended equipment: silent vacuum cleaner, vertical vacuum cleaner, spray pumping equipment, single wiper.
Third, the cleanliness of the presidential suite and VIP room.
In many hotels, except for luxurious facilities, presidential suites and VIP rooms are cleaned in the same way as ordinary customers, which is a fly in the ointment for customers who want to experience top-level enjoyment. For this kind of luxury suites, some special, fashionable, compact and advanced equipment can be added for cleaning, such as automatic intelligent vacuum cleaner, water filter vacuum cleaner that can avoid secondary pollution of vacuum cleaner, and commercial electric broom that can be cleaned quickly. The use of the above equipment is bound to bring a refreshing feeling to customers, but the investment cost is negligible.
Recommended equipment: fully automatic intelligent robot, water filter vacuum cleaner, commercial electric broom.
Fourth, the kitchen is clean.
The environmental sanitation of the kitchen is directly related to the food safety and health of customers, so the choice of cleaning equipment and detergent should be carefully considered.
Kitchen floor cleaning should use a professional and compact floor brush machine with small turning radius and flexible operation. Compared with the traditional disc brush, the roller brush can effectively handle all kinds of floor joints without cleaning dead ends. More importantly, the higher rotating speed of the roller brush emphasizes the effect of physical action, reduces the amount of cleaning agent, and is more environmentally friendly and hygienic.
It is suggested that the oil fume and dirt accumulated on the kitchen wall should be washed with a high-pressure water gun. Kaichi's double-tube spray gun is a popular equipment, which can switch freely between high-pressure water and detergent, and it works quickly and conveniently.
We still recommend the use of high-temperature steam cleaner to clean the kitchen stove, so that no chemical reagents are used, which can not only ensure the cleaning effect, but also ensure the healthy diet of guests.
Recommended equipment: small roller brush, high-pressure water gun+double-tube spray gun, high-temperature steam cleaning machine.
Verb (abbreviation for verb) Cleaning of restaurants and cafes.
Generally speaking, the floors of hotel restaurants and cafes are carpeted. Maintenance, maintenance and cleaning of carpets are particularly important, so quiet vacuum cleaners, roller vacuum cleaners, carpet dry cleaning machines, single wiping machines, spraying equipment, acaricides, detergents and other equipment and cleaning agents are all essential.
When eating, guests sometimes drop some food, such as bread crumbs. At this time, cleaning with ordinary tools will inevitably make customers feel disgusted. Using the mop vacuum cleaner is not only troublesome, but also affects the guests' dining. If you choose a commercial electric broom, you will avoid these troubles. This kind of broom does not mop the floor, and has the advantages of light volume, no noise, no pollution and beautiful appearance. It is indeed a boutique for cleaning restaurants and cafes.
Recommended equipment: carpet dry cleaning machine and commercial electric broom.
Six, swimming pool, gym, sauna room cleaning
Swimming pools and gyms are also sensitive areas for customers' skin contact.
For the cleaning of swimming pools and gymnasiums, high-pressure water guns are absolutely necessary equipment, and it is more effective to cooperate with double-tube spray guns. In addition to the double-tube spray gun, the high-pressure water gun can also be connected to the splash brush site, which can quickly clean the ground around the swimming pool. If there is no suitable drain, it is recommended to use a professional floor washer to do this kind of work. Usually a small amount of groundwater can be treated with a vacuum cleaner.
The cleaning of the sauna room is very simple, just use a high-temperature steam cleaner for high-temperature sterilization and disinfection.
Hotel Room Attendant Training Plan (IV) The time for serving guests every day is from morning till night, with the longest time, the largest workload and the widest coverage. The waiter should make the guests feel convenient, comfortable and satisfied during their stay in the hotel, just like at home. To achieve this effect, we must always pay attention to and observe the needs of guests and actively and enthusiastically serve them.
First, clean the room.
Must be carried out in accordance with the reception specifications and operating procedures. Tidying up the room can be divided into morning tidying, afternoon tidying and bedroom tidying at night. Get your exercise books and supplies ready before you pack, and then knock on the door to enter (knocking on the door to enter the room is a habit). Tidy up the room according to the operating rules, pay attention to the regular characteristics of guests' rest in the morning, at noon and at night, and try not to disturb the rest and sleep of guests. If finishing in the morning, you should make the best use of the time when guests go out; In the afternoon and evening, guests should go into the room to clean up when they go to eat. Understand whether the guests have the habit of taking a nap, and prepare the application items and bed layout for the guests according to the different needs of day and night. The cleaning tools and dirty things changed in the guest room should be taken away in time, and should not be left in the corridor for a long time, so as not to affect the cleaning.
Second, life service.
Visitors who come to the hotel will inevitably have a lot of trivial things to help. This service is not only convenient for guests, but also a channel to improve the reputation of the hotel's high-quality service and increase economic income, such as room dining, receiving guests' visits, brushing clothes and hats, shining shoes, helping to make up, etc. For various reasons, guests sometimes need to eat in the guest room, so hotels should provide services to meet the needs of guests. When providing this service, we should pay attention to the heat preservation of the food, deliver the food quickly, don't miss the food delivered, and pay attention to cleanliness and hygiene. Visitors are not allowed to enter the room directly without authorization. They need to consult the guests before making arrangements, but they still need enthusiasm and cannot be neglected. If the guest is sick, always pay attention to the needs of the guest, bring food and help take medicine. The rooms where infected patients have lived must be thoroughly disinfected to prevent cross infection.
Three. Agency transaction
Room attendants sometimes have to send telegrams, buy medicines, wash clothes, iron clothes and so on instead of guests. And everything must not be handled carelessly. When sending a telegram, the agent must check the guest's message word by word accurately, and ask for the address, name, ordinary telegram or urgent telegram and check it in detail to avoid mistakes. If the guest offers to buy the patented medicine on his behalf, don't buy it rashly. It must be approved by the leader and agreed with the reception unit to avoid taking it by mistake. Washing and ironing clothes should be handled in accordance with relevant regulations, and should be serious and responsible from beginning to end. In addition, there are conference services and care for sick and disabled guests.
The work before and after the guest leaves the store is the last link of the whole service process. If the work is done well, it will deepen the goodwill of the guests and make them happy and satisfied. The work at this stage can be divided into the following three points:
1. Do a good job before guests leave the store.
Need to know the exact departure date and time of the guests, the frequency of planes and trains, the departure time and the transportation arrangements. Check whether the agency matters have been completed; Whether the guest account has been settled; Is there a morning call service? Whether to prepare early in the morning; Whether the packing and consignment of luggage have been completed; What help does the guest need and so on. The room attendant should contact the relevant departments to confirm the implementation of the above situation, and the important guests must also report to the leaders in order to work together and organize the farewell.
2. Guests leave the store to say goodbye to work
Can assist guests to check whether there are any left-over items in various parts of the room, and remind guests when necessary. After making clear the quantity of the guest's luggage, please ask the bellboy to carry the luggage on the car and explain it to the guest. When the guests leave the floor, they should be warmly escorted to the elevator, say goodbye politely and welcome to come again. Before this, you should also check whether the equipment and supplies in the room are damaged or lost, and report to the leader in time for inquiry.
Check the room thoroughly after the guests leave.
When cleaning the room, if you find something left behind, try to transfer it back quickly. If the guest has left the store, you should give it to the front desk as soon as possible, or ask the leader to handle it. After the guests leave, they should be thoroughly cleaned and tidied up in time. According to the specifications of the hotel, the layout is complete and ready to welcome new guests at any time.
Fourth, the etiquette of room service.
As can be seen from the above, the daily service of hotel rooms is large, involving a wide range, changeable and comprehensive. Some hotels with good reputation have formed a set of relatively complete etiquette norms in the long-term room service work, such as "six noes", "three lightness", "eight characters", "five services", "five tones" and "eleven characters".
"Six noes": that is, the guest room should be free of pests, dust, sundries, stagnant water, rust and peculiar smell.
"Three Lightnesses": As far as the service of room attendants is concerned, room attendants are required to speak lightly, walk lightly and operate lightly when working.
"Eight Characters": The room attendant is required to greet, inquire, be diligent, clean, alert, quiet, listen and see the guests off from beginning to end. Namely:
Welcome: When guests arrive, they should be polite and warmly welcome.
Q: Take the initiative to greet the guests warmly.
Diligence: Attendants should be diligent and reliable, and provide fast, agile and accurate services to their guests. At the same time, they should be diligent in their hands, eyes, mouth and legs, and work hard, without trying to save trouble or being afraid of trouble.
Jie: The room should be cleaned and tidied up frequently, so that the room can be inspected and tidied up three times a day. Adhere to the disinfection of tea sets to ensure the health of guests.
Ling: Be serious, be flexible, look at all directions, listen to all directions, and be flexible.
Quiet: Speak softly, walk lightly and operate lightly when working, and keep the floor environment quiet.
Listening: We should be good at listening to the opinions of guests in our work, constantly improve our work, and put the service work before the guests put forward it.
Farewell: Guests leave the store to see them off and express their wishes. Welcome to visit again.
"Five services": including active service, standing service, smiling service, honorific service and flexible service.
"Five tones": guests come to the store with a welcome sound, guests leave the store with a farewell sound, guests praise with a thank you sound, guests apologize for their poor work, and guests feel sorry for their insecurity.
Eleven words: hello, please, thank you, sorry, goodbye.