First, consciously abide by the hotel management system, be civilized, polite, ethical and disciplined. We should be proactive, love our jobs, be good at learning and master skills.
Two, to dress for posts, listing service, dignified appearance, generous behavior, standardized language, civilized service, polite hospitality, initiative and enthusiasm.
Third, the room attendant should clean the room according to the procedures and requirements every day, and fill in the room cleaning daily report carefully; It is necessary to manage the items in the room and report the problems in time.
Four, foreign accommodation personnel, to have my ID card or valid documents for registration, can stay.
5. Do not lead outsiders to stay overnight or stay in the room at will, and do not open a room without the consent of the hotel manager to provide accommodation, rest and entertainment for others (including employees).
6. When checking and cleaning the guest room, you are not allowed to touch and take the guest's things without permission, and you are not allowed to ask for items and receive gifts from the guests; If lost items are found, they should be registered one by one and handed over to the public.
Seven, no one is allowed to enter the front desk; The front desk computer shall be managed and operated by a special person, and irrelevant personnel shall not operate it privately; Typing, copying, sending and receiving faxes should be charged according to regulations.
Eight, work time is not allowed to ask for leave, have something to ask for leave from the leadership, are not allowed to shift, shift, are not allowed to play poker, knitting, watching TV and doing things unrelated to work.
Nine, conscientiously do a good job in security work, especially fire prevention and theft prevention, often check, report and deal with problems in time.
. . . . . .
Guest room fire protection system
1. Set up a safety inspector in the department (safety knowledge training will be arranged by the security department).
2. The room attendant should pay attention to the fire source and kindling at any time in combination with cleaning the room and other services. If it is found that cigarette butts and match sticks are not extinguished in time, they should be poured into the garbage belt to prevent fire.
3. The electrical appliances equipped in the room should be handled according to the regulations and relevant systems. If unsafe factors such as short circuit, leakage, poor contact and overload are found, in addition to taking timely measures, the engineering department must be notified immediately for maintenance and report to the security department.
4. Guests should be discouraged from bringing flammable, explosive, chemical reagents and radioactive substances into floors and rooms. If there are any guests who are discouraged or brought in, they should report to the security department in time.
5. Indoor combustible materials should be cleaned in time, such as unused waste paper, newspapers, materials, wooden cases, cartons (boxes), etc., to reduce fire hazards. If there are many flammable items in the guest room, it is not allowed to clean or does not meet the accommodation fire prevention regulations formulated by the public security department, it should be reported to the security department in time.
6. Floor service personnel should stick to their posts, pay attention to whether there is a fire factor on the floor, and achieve "five diligence" (diligent turning, diligent watching, diligent checking, diligent smelling and diligent talking), paying special attention to guests who have drunk too much to prevent fires caused by smoking, electricity and fire.
7, the waiter must be familiar with the location of the fire extinguisher, master the performance and usage of the fire extinguisher, the location of the fire extinguisher shall not be moved at will, and maintain all fire control facilities and equipment within the jurisdiction.
8. In case of fire, fire fighting actions should be taken according to the emergency plan, and the guests should be evacuated according to the instructions of superiors, and the nearest fire stairs should be evacuated to safety. Check the rooms one by one, and pay attention to protecting the property safety of the site and guests.
9. The head of the department is the first person responsible for the safety of the department.
10, we should conscientiously implement the hotel's fire prevention rules and regulations.
Steps for personal check-in
When the guests get off at the front of the hotel, the bellboy should take the initiative to meet them, take over the guests' luggage, guide them to the front desk to check in, and rest in the room after receiving the keys. This simple procedure, if handled well, will definitely make the guests have confidence in the hotel service.
1. The receptionist at the front desk should stop her original job, smile at the guests and ask their names politely, such as, "Good morning, sir. Welcome to the Great Wall Hotel. May I have your name , please? I hope I can help you. "
When the guest says his name, he should say "thank you, Mr. X", then take out the reservation card on the reservation shelf and take out a check-in registration card for the guest to fill in.
3. When the guest fills in the check-in registration card, the receptionist should immediately arrange the room according to the information on the reservation card, fill in a guest handbook, indicate the guest's name, room number, departure date and room price, and then write a note with name information in triplicate.
4. After filling in the check-in registration card, guests should check whether they have missed any important items, such as departure date, ID number, nationality, payment method and signature.
5, check the guest's certificate, check whether the number is wrong.
6. If the guest checks out, he will pay by credit card. Please show me his credit card and press out a credit card form so that he can save time when he moves out.
7. When guests check in with light luggage but don't use a credit card, they should politely ask them to pay all the rent (including service fee and tax) in advance.
8. After all the formalities are completed, open the guest handbook in front of the guest, stating his room number, departure date and room rent, then give the handbook to the guest, then give the room key and name information to the bellboy behind the third guest, and then say to the guest, "Mr. XX, the bellboy will take you to your room and wish you a pleasant stay at XX Hotel."
9. The receptionist should separate the check-in registration cards, nail the reservation card behind the first check-in registration card and put it together with other first check-in registration cards for easy reference.
10, put the reservation information (correctly) on the back of the third page of the check-in registration card and submit it to the front office collection department together with the bill. The second registration card exists together and is reported to the public security bureau the next morning.
1 1. The first contact list is placed on the room information shelf, the second contact information is placed on the name information shelf, and the third contact information is given to the floor where the housekeeping department is located.
12. Fill in the guest's name, room number, number and departure date in the guest book of the day according to the serial number of the second check-in registration card.
The receptionist is the first line of contact between the hotel and the guests, which can give the guests a good first impression of the hotel. If the guests are greeted with a smile during their stay in the hotel after a tiring journey, the polite receptionist will arrange a comfortable room efficiently, which will definitely make the guests feel more happy during their stay in the hotel. (2) Main work of the front desk: (1) Registration for guests: assisting the guests to fill in the registration form, explaining all relevant information, and then arranging rooms for the guests. (2) Selling rooms: including introducing hotel facilities to guests, accepting reservations and improving hotel occupancy rate. (3) Consultation: Answer the questions of the guests and provide other hotel facilities and services. (4) Communicate with the guests: contact the guests actively to find out their opinions on the hotel, and then get suggestions for improvement. (5) Handling complaints: The reception desk is often the object of complaints from guests. If it can be handled well, it can reduce the dissatisfaction of guests. (6) Records of Housekeeping Department: In addition to contacting the guest service, some documents, reports, business situations and guest records should be processed and formulated so that the management can understand the business situation.
Quality service methods of room service personnel
1. Preparation before guests arrive at the store
Preparation is the prelude to quality service in guest rooms. Only when the preparatory work is done can we provide targeted and high-quality services to meet the needs of guests for rest and accommodation. The contents of the preparatory work mainly include:
(1) Know the customer's situation. Our department is a VIP member area, and guests usually keep customer files. We should be familiar with the guest's name, room number, living habits, taboos, hobbies, religious beliefs, appearance characteristics and so on. , in order to provide targeted quality services in the reception service.
(2) tidy up the room. The rooms reserved by the guests should be tidied up one hour before the arrival of the guests, and kept clean, tidy, hygienic and safe. Facilities should be complete and in good condition, in line with guest room grade specifications and quota standards, to ensure the needs of guests.
(3) check the room equipment and supplies. After tidying up the room, the foreman should comprehensively, gradually and item by item check the equipment and supplies in the room, including whether the doors and windows are safe, whether the electrical switch is damaged, whether the bathroom equipment is handy, whether the items are placed in the designated position, close the curtains, lift the quilt angle and turn on the bedside lamp.
(4) Adjust indoor air and temperature. Before the guests arrive, they should adjust the air and temperature of the room according to the climate and the actual needs of different regions.
(5) The floor attendant should tidy up gfd, clothes and hairstyle and wait for the arrival of guests.
"Four modernizations" requirements for quality service in guest rooms
1) standardization of service facilities
Service facilities are the material basis for guest rooms to provide quality services. As the saying goes, "a clever woman can't cook without rice." Without standardized service facilities, providing quality services is empty talk. Standardized service facilities mainly include four aspects:
1, the facilities must be complete. Guest room facilities must be fully equipped. From the requirements of standardization of service facilities, the main facilities and equipment are: beds, bedside tables, desks, sofa chairs, small round tables, sofas, carpets, air conditioners, wall lamps, desk lamps, floor lamps, stereos, wall cabinets, televisions, etc.
2. The quality of facilities must be excellent. The above facilities and equipment in the guest room are basically the same in quantity; However, in terms of quality, there are great differences due to different grades and specifications of rooms. The specific requirements for excellent equipment quality are: beautiful appearance, excellent texture, uniform matching of styles, styles and colors, and attention to the consistency of the same service facilities in all grades and rooms to reflect the grade specifications of rooms.
(2) Standardization of service articles
Room service supplies are directly consumed by guests and are also the material basis for providing quality services. If the service supplies are not fully equipped and of poor quality, it is impossible to provide standardized and high-quality services. The specific requirements for the standardization of room service supplies are:
1, the disposable consumer goods must be equipped according to the specifications to ensure the needs. Disposable consumables used in guest rooms need to be replenished every day. These items should be equipped according to the room/daily consumption quota to ensure good quality.
2. Repetitive consumables for guests must meet the equipment standards and be updated in time. Sheets, pillowcases, towels, bath towels and other cotton fabrics, ashtrays, teacups, glasses, etc. In the guest room, it should be equipped according to the grade specifications of the guest room.
(3) Excellent service attitude
Service attitude is the concentrated expression of service personnel's ideological consciousness, service consciousness and professional quality, and it is the basic requirement of standardizing service. The key to improving the attitude of room service is initiative, enthusiasm, thoughtfulness and patience. Specifically:
1, active. The initiative is to serve the guests first, and then speak for them, which is a concentrated expression of the strong service consciousness of the room attendants. Its specific requirements: take the initiative to say hello and help with luggage; Take the initiative to greet guests, and the language is kind; Proactively introduce service items; Take the initiative to lead the way and open the door for important guests; Take the initiative to call the elevator to see the guests off. Take the initiative to lead new guests to other entertainment areas; Take the initiative to take care of the elderly, sick and disabled guests; Take the initiative to solicit the opinions of guests and accompanying personnel.
2. enthusiasm. Is in the process of room service, sincere attitude, warm and generous, with a smile. In gfd, he should be neatly dressed, full of energy, dignified in appearance, clear and accurate in language and kind and soft in tone. In behavior, we should have the spirit of helping others and helping guests solve problems, and use body language appropriately.
3. be polite. Is to be polite, educated and respect the psychology of the guests. Don't sell yourself short, forget righteousness, condescend in front of guests, and lose your personality and national dignity; He is not arrogant, and opposes the thoughts and behaviors of shopkeepers who bully customers and rob people of their clothes and hats. We should inherit and carry forward the consistent virtue of Chinese hospitality.
4. Patience. Not tired, according to the specific requirements of different types of guests to provide quality services. Don't be impatient when you are busy, don't be bored with picky guests, take care of the old, weak and sick guests, listen patiently to their opinions, and don't be complacent when they praise them.
5. Thoughtful. Is to make room service meticulous, thorough and specific. It is necessary to understand the life preferences of different guests, master the daily life rules of guests, understand the special requirements of guests, and adopt various service methods in a targeted manner to improve service quality. It requires you to finish what you started and finished.
(D) Serialization of service operation
The quality service of guest rooms is based on the rules of guests' coming, staying and leaving. Judging from the requirements of serialization of service operation, it is mainly to implement the eight-character work method of "hello, inquiry, diligence, cleanliness, quietness, spirit, listening and delivery".
Welcome-polite and generous, warmly welcome guests. When guests come to the guest room, they take the initiative to say hello, which is not only a sign of courtesy and respect to the guests, but also an important condition for leaving a good first impression on the guests. Warmly welcome guests, first, generous, neatly dressed and full of energy; Second, the attitude is kind, the language is kind, and the action is accurate and appropriate; Third, we should distinguish between different objects.
Q- entertain guests and take the initiative to say hello. In the process of staying in the hotel, the waiter should care about the guests like relatives, reflecting the sense of responsibility of the host. Take the initiative to say hello to the guests, care about their daily life, physical condition and life feelings, and take the initiative to ask the guests' requirements to meet their interests and hobbies.
Diligence-diligence, agility and safety. Diligence is an important embodiment of a waiter's professionalism and sense of responsibility. Be diligent and practical, diligent with your hands, diligent with your eyes, diligent with your mouth and diligent with your legs. Hand clothing is to complete the task in time and accurately; Eye care is to observe the customer's demand response and provide random services for the guests; Mouth-to-mouth means greeting guests and asking about their needs. Never bow your head when you meet a guest without saying a word. Legging is to be agile, not afraid of trouble, and improve service efficiency.
Cleanliness-keep clean and strict hygiene. In the process of room service, cleanliness is one of the basic requirements of guests. Rooms, bathrooms, reception rooms, and study rooms should be disinfected strictly every time after finishing, so as to eliminate the traces of consumption and ensure the cleanliness, beauty and comfort of all kinds of equipment, appliances and daily necessities.
Quiet-move gently and steadily, and keep quiet. A guest room is a place for guests to rest or work. Keeping quiet is also the basic requirement of quality service. Service personnel should tap, speak and walk lightly when preparing supplies and cleaning. During worship, you are not allowed to talk loudly, make noise or sing. Keep the quiet atmosphere in rooms and corridors at all times to reflect the civilized degree of room service.
Spirit-flexibility. In the process of service, we must have strong adaptability. We must adopt flexible and diverse methods according to the psychological characteristics and special hobbies of our guests. Be especially careful of guests who are slow and disabled; Talking with cheerful guests can be easy-going, and so on.
Listen-"Keep your eyes on six roads and your ears on all directions". Service personnel should always observe the situation of guests, solicit their opinions, and find problems and deficiencies in the service process at any time. Once found, we must improve and make up for it in time.
Send-farewell guests, good beginning and good end. The departure of guests is the end of room service and the beginning of the next round of service. In order to ensure the good effect of the decoration service, leave good memories for the guests, and at the same time, in order to win back the guests, we need to have a pleasant trip. Welcome to visit again.
The above-mentioned eight-character working method forms a complete series of service processes, which is the essential embodiment of room service quality standards and needs more attention from all service personnel.
Preparation of guest room cleaning work
1. Push the service car out of the guest room, not in front of the door or in the middle of the corridor.
Ring the doorbell first and report to your own department, such as housekeeping. May I come in? If there is no response, knock on the door three times to give the guest enough time to respond. If there is no response, open the door with the key and enter the room.
You can look at the end of the bed after entering the room. Generally, if the guest is sleeping, you can see the guest's feet and listen to whether there is water in the bathroom. Make sure there are no guests.
Go back to the door and record the time of entering the room on the report.
5. Re-enter the room, open the curtains, turn on all the lights, collect the garbage in the room and bathroom, put the used linen back on the service car, and record the used guest supplies and linen in the report.
6. When entering the room, take the guest supplies that need to be supplemented, linen, dust removal tools, make the bed, clean the room, check all facilities and supplement the guest supplies.
7. Then, clean the bathroom as above.
8. Finally, check the room again to see if there are any omissions, and finally vacuum it.
9. After vacuuming, close all facilities in the room except those used by guests and close the door.
10. Record the time of leaving the room and the facilities of the room on the report form, and notify the supervisor.
1. Place cleaning equipment and appliances.
2. Turn on the light and replace the burnt or lost light bulb.
3. Check the TV and remote control. Turn it off after cleaning to avoid misunderstanding when guests come back.
4, open the curtain, check the curtain rod and curtain, if there is any damage, recorded in the task list, arranged by the supervisor engineering department for maintenance.
5, clean the glass and windowsill
6. Remove the room service utensils and send them to the door to ensure that there are no guests' belongings. After cleaning, if the food delivery equipment is not taken away, send it to the designated place or notify the food delivery waiter to retrieve the tableware. You can't stay in the hallway.
7. Remove the fabric product from the bed and ventilate the bed.
1) Take the guest's clothes and put them neatly on the chair.
2) Wear latex gloves to protect yourself from any liquid on the bed.
3) Put the bedspread, blanket and pillow on the chair.
4) Remove the sheets and pillowcases and put them outside the bathroom.
5) Tell the supervisor of any pollution and damage to the mattress.
6) Check whether there are any left-over items and handle them according to regulations.
8. Take away the used cloth products in the bathroom and bedroom.
9. Take away the used six small pieces, leave the used soap in the extended house and put a new one. When taking away the glass, check whether the guest has anything in it, such as medicine.
10, clean empty ashtrays and garbage.
1 1, garbage removal
12, follow the blood-borne bacteria and safety operation procedures.
1) Grab the top of the used cloth, otherwise it may be punctured by a needle.
2) Observe whether the towel cloth has blood and body fluids, and take it only with gloves.
Five taboos of service
This is a taboo for restaurant waiters. When guests are talking, they should not sit in, peek or interrupt, which is the professional ethics that waiters should have. If the waiter has something urgent to discuss with the guests, don't interrupt the conversation rashly. It's best to wait for a while and signal with your eyes. When the guests realize it, they will come forward and say, "Sorry to bother you." Then say what you have to say.
Second, don't stare. When receiving some guests with strange clothes, the waiter is most afraid of staring at the comments for a long time, because these actions easily make the guests unhappy.
Avoid snickering at guests at parties and conversations. In addition to providing appropriate services, waiters should also be careful not to snicker, whisper and comment on guests' comments at will, so as not to cause undue friction.
Some waiters lack language skills and self-cultivation, intentionally or unintentionally hurting guests or causing some unpleasant things, such as: "Do you want a meal?" This kind of language that allows guests to order food sounds very unpleasant and uncomfortable. In addition, the waiter also avoids the word "single room" when introducing the dining table to the guests, because "single room" refers to the rooms where critically ill patients are held in hospitals and important criminals and recidivists are held in prisons, so it is better to use "private room" instead of "single room".
5. Don't be bored. If individual customers greet the waiter in uncivilized language such as "hello" and "hey", the waiter should not be cold or impatient with the customer because of impoliteness. On the contrary, we should make them aware of their rudeness through positive and enthusiastic service. If you are busy, you can say, "Please wait a moment, I'll come right away."
Deduction standard for domestic workers whose work quality is not up to standard
1. If you don't dress according to the hotel regulations, and gfd doesn't meet the requirements, 5 yuan will be deducted every time.
2. "Three lights" (walking light, talking light and working light) are not kept in the guest activity area or workplace.
Light), every time 5 yuan.
3. Stay on the floor and workplace for no reason after work. , every time 5 yuan.
4. When talking on the phone during work hours, 5 yuan will be deducted every time.
5. If the work efficiency or service attitude is poor, 10 yuan will be deducted each time.
6. 20 yuan will be deducted every time he fails to carry out work instructions or obey the work deployment.
7. If you don't handle the problems left by the guests according to the procedures, 5 yuan will be deducted every time.
8. 5 yuan will be deducted every time the maintenance project fails to report for repair or sign for inexperience.
9, unauthorized private elevator, 5 yuan every time.
10, the cost exceeding the plan shall be deducted as% of the cost overrun, and 5 yuan shall be deducted each time.
1 1, those who don't work according to the procedures or operate irregularly will be deducted 5 yuan every time.
12, for those who do not obey the work arrangement, 10 yuan will be deducted each time.
13, those who are on duty or leave their posts without authorization will be deducted 10 yuan each time.
14. Those who are late for work or leave early (deduct 1 yuan for every 5 minutes late).
15. If you are impolite and don't use service honorifics, 5 yuan will be deducted every time.
16. Those who change shifts without permission will be deducted 50 yuan every time.
17. Anyone who reads at work and laughs and slaps on duty will be deducted 5 yuan every time.
18. If you use or give away other people's hotel supplies without permission during shifts, you will be deducted 10 yuan every time if you fail to stop others from using hotel supplies.
19. If the guest's articles are damaged or the guest complains, 10 yuan will be deducted each time.
20. If the lights and curtains are not switched on and off at the specified time, 5 yuan will be deducted every time.
2 1. 5 yuan will be deducted every time he receives visitors or chats during working hours.
22. Those who violate the relevant operating procedures (according to the employee manual) will be deducted 50- 100 yuan each time.
23. If the key is not kept well, 20 yuan will be detained every time. If it is lost or causes serious consequences, it will be compensated according to the facts.
24. Those who don't go to work without approval for no reason will be deducted from 50 yuan every time, and will be treated as absenteeism.
25. 30 yuan will be detained for making remarks that affect the unity of employees or normal workers.
26, have opinions on the assessment results, not according to the normal channels of complaints and statements inconsistent with the facts, every time 30 yuan.
27. In case of quality problems or complaints from residents in the responsible area during the shift, 50- 100 yuan will be deducted each time.
28. If someone complains due to negligence, poor service quality or other reasons, 50- 100 yuan will be deducted each time.
29. The waiter takes a bath in the guest room, and every time he takes a bath, he will be deducted 100 yuan; 50 yuan is deducted every time he washes clothes.
30. Whoever opens the door without approval will be deducted 100 yuan each time.
The above method implements the system that the foreman evaluates the employees and the manager evaluates the foreman step by step. For each deduction, the department is responsible for notifying the individual.
Standard for fire emergency work of housekeeping department
● Fire alarm
(1) In case of fire, call the fire department inside the hotel immediately;
(2) Put out the fire with a fire extinguisher according to the fire.
● Receive evacuation notice.
(1) After receiving the emergency evacuation notice, the manager should immediately organize the supervisor, volunteer firefighters and waiters to guide the evacuation and assign work.
(2) The manager holds the master key of the guest room, and the supervisor and waiter hold the master key of the area to inform the guests one by one quickly.
(3) Guide the guests to leave the fire escape in an orderly manner, and pay special attention to helping the guests with mobility difficulties to evacuate to an empty safety zone.
(4) The supervisor and the foreman will lead the service personnel to inspect room by room, carry a piece of chalk with them, and mark a room with a "V" after inspection.
(5) When guiding the guests to evacuate, the volunteer firefighters and waiters should pay attention to pacify and stabilize the guests' emotions, persuade them not to covet property, prevent them from going back to their rooms to get things during the evacuation, and guide them to a safe area smoothly.
Job responsibilities of room attendant
1. Do a good job in sanitation within the jurisdiction, and ensure that items are clean and tidy.
2. Replenish all kinds of articles needed by the guests in time, and do a good job of room reception.
3. Be responsible for checking the operation of equipment and facilities in the area, reporting maintenance items in time, and reporting and handling any abnormality in time.
4. Be responsible for the air conditioning and exhaust, the opening of various electrical equipment and the adjustment of lighting in the area to ensure the business premises, required standards and business atmosphere.
5. Be responsible for counting, taking, delivering, reporting the loss, and making compensation for linen and other guest items, and do a good job of disinfection to ensure the safety of guests.
6. Be familiar with the location of business premises, the distribution and use of guest rooms, keep in mind the service items and prices, and actively promote sales.
7. Provide guests with food, drinks, ordering food, wake-up service, etc., memorize the characteristics of guests, and be responsible for the custody and storage of guests' belongings.
8. Take good care of the company's property, spare no effort to save, and complete all matters assigned by superiors with good quality and quantity.
9. Cooperate with the foreman and the use of private rooms to fill in all kinds of documents accurately and standardized.
10. Keep in mind the layout of passages and fire-fighting facilities in the area, have the knowledge and ability to use them correctly, strengthen the awareness of fire prevention and theft prevention, and carefully make handover records.
1 1. Listen carefully to the guest's opinions, and feedback the guest's information and opinions to the superior in time.
12. Actively participate in training, constantly improve service skills, always keep the instrument clean and tidy, correctly use service honorifics, constantly shape themselves and establish corporate image.
Second, the room attendant's work arrangement
morning shift
7: 50-8: 05 regular meeting before shift, check employees' gfd and mental state, and summarize the key points of rectification the day before. Arrange the work content of a single shift.
From 8: 05 to 8: 30, two shifts will be handed over, according to handover procedures, handover contents, rounds, complaints from rooms, articles, facilities and guests, hygiene, engineering and safety issues. Rectification matters.
8: 30-8: 50 Check the equipment and facilities and report the engineering problems.
8: 50- 10: 30, clean the rooms and public areas in this area.
10: 30 ——11:30 shifts for meals, with each shift lasting 30 minutes. Pay attention to dining discipline and put an end to waste.
11:30—13: 30 Clean up the sanitation of rooms and public areas in this area.
Stand at13: 30-15: 50, greet guests, smile and use uniform service terms.
15: 50 ——16: 05 Fill in the handover record and prepare for the handover.
16: 05 ——16: 30 handover of two shifts shall be conducted according to handover requirements.
16: 30-16: 40, hold a regular meeting after work, call the roll, summarize the work on duty, and leave the business area collectively and orderly.
middle shift
15: 50 ——16: 05 regular meeting before shift to check employees' gfd and mental state, and summarize the key points of rectification the day before. Arrange the work content of a single shift.
16: 05— 16: 30 handover of two shifts, according to handover procedures and handover contents, patient rounds, complaints from rooms, articles, facilities and guests, hygiene, engineering and safety issues. Rectification matters.
16: 30 ——16: 35 Check the equipment and facilities and report the engineering problems.
16: 35— 17: 35 have meals in shifts, with each shift lasting 30 minutes. Pay attention to the dining discipline and prevent waste.
17: 35— 19: 00 Clean the rooms and public areas in this area.
19: 00-23: 50 Stand, greet guests, smile and use uniform service terms.
23: 50-00: 05 Fill in the shift book and prepare for the handover.
00: 05-00: 20 Two shifts shall be handed over, and the handover shall be carried out according to the handover requirements.
02: 00-00: 30: Regular meeting after work, roll call, summarize the work on duty, and leave the business area collectively and orderly.
night shift
23: 50-00: 05 Pre-shift meeting, check employees' gfd and mental state, and summarize the key points of rectification the day before. Arrange the work content of a single shift.
From 00: 05 to 00: 20, two shifts will be handed over according to handover procedures, handover contents, rounds, rooms, articles, facilities and guest complaints, and public room hygiene, engineering and safety issues. Rectification matters.
From 00: 20 to 04: 00, stand, greet guests, smile and use uniform service terms. Regular rounds, each lounge, must be carefully registered.
04: 00—04: 20 Clean up the sanitation of rooms and public areas in this area.
04: 20-06: 00: Stay on duty, make rounds frequently, and make rounds frequently in this area, so as to maintain a good mental state.
From 06: 00 to 07: 00, we will eat in shifts for 30 minutes each. Pay attention to dining discipline and put an end to waste.
07: 50-08: 05 Station service, cleaning and check-out.
From 08: 05 to 08: 30, two shifts will be handed over according to the requirements of succession.
08: 30-08: 40 regular meeting after work, roll call, summarize the work on duty, and leave the business area collectively and orderly.