Room afraid of bad reviews? Learn this set of hygiene self-inspection procedures and norms!
The guest room is the place where the guest spends the longest time, and the impression formed at the moment of entering the guest room often determines his main feeling about the hotel.
Therefore, guest room inspection is a key task for improving customer satisfaction. Today, Xiaobian will introduce you to the guest room inspection process and requirements.
01
Check the room
Room inspections are also called ward rounds. Generally speaking, the ward round system should include the following:
1. Self-inspection by the waiter
Before the attendant finishes tidying up the guest room and submits it to the superior for inspection, he should conduct self-inspection on the completeness of the guest room equipment, the cleanliness of the environment, and the arrangement of items.
These should be stipulated in the daily work procedures of the waiter, and its advantages are:
①Strengthen the sense of responsibility of employees.
②Improve the pass rate of guest rooms.
③ Reduce the workload of the foreman’s ward rounds.
④ Improve the harmony and coordination of the working environment.
2. The foreman conducts ward rounds
Usually, a morning shift foreman should lead 6 to 10 waiters, responsible for the area of 60 to 80 rooms, to inspect each room and ensure the quality is qualified.
In view of the heavy workload of the foreman, some hotels only require him to conduct a census on the guest rooms, vacant rooms and VIP rooms, and conduct random checks on the guest rooms.
In short, the foreman is the first pass after the waiter’s self-examination, and it is often the last pass. Because they think they are qualified, they can report to the front desk to rent to guests, so this gate is a heavy responsibility and needs to be promoted by well-trained staff.
The role of the foreman’s ward rounds includes:
① Make up for omissions
Due to many reasons such as busyness and exhaustion, no matter how diligent the waiter is, it is inevitable that there will be omissions, and the foreman’s rounds are like double insurance.
②Help and guidance
For the unskilled waiters, the foreman’s inspection is a kind of help and guidance. This inspection can be a form of job training as long as the foreman works in the right way.
③ Supervise and inspect
The foreman’s census is also a driving force to promote the conscious work of the waiters. It is unwise to try to get away with it.
The inspection record of the foreman is a credential for the evaluation of the waiter, and it is also a method and means for screening qualified waiters.
It should be emphasized that after the foreman finds the problem and informs the staff, he must ask the staff to report the situation of making up the class and review it.
④Control adjustment
The foreman can learn more about the grass-roots situation through the census and feed it back to the top, and the hotel manager realizes its multi-faceted control and adjustment through the census of the foreman. The standards and requirements of the foreman’s inspection work are the manifestation of the superior management’s intention.
3. Supervisor’s spot check
In order to implement the management of the foreman and facilitate the distribution and adjustment of daily work, many hotels have set up supervisor positions. The ward round system should ensure that the supervisor checks the minimum number of rooms, usually it is more than 10% of the number of ward rounds by the foreman.
In addition, supervisors must carefully inspect all VIP rooms and spot check guest rooms. The supervisor’s spot check is also very important. It is one of the means to build a qualified foreman team. It can also provide more valuable information for the adjustment and improvement of management work, the implementation of employee training and the planning of personnel transfer.
4. The manager makes rounds
This is the most reliable and effective way to understand the status of work and control the quality of service. For housekeeping managers, it is very beneficial to improve management and service by strengthening the connection with grass-roots staff and learning more about the opinions of guests through room rounds.
The housekeeping manager should also inspect the condition of the room furniture and equipment at least twice a year. At the Hyatt Regency Hotel in San Francisco, general manager Peter Goldman works with his housekeeping manager, housekeeping director and chief engineer to spot-check 20 guest rooms a week for at least two hours at a time.
In this way, problems found can be solved in time, and it is also beneficial to formulate or improve work plans for cleaning, maintenance, and renovation. Because managers’ rounds are more demanding, they are symbolically referred to as “white glove” inspections. Such inspections are generally carried out on a regular basis.
02
Room rounds and requirements
This is basically the same as the procedures and standards for cleaning rooms. The ward rounds should be carried out in a clockwise or counterclockwise direction, and problems should be recorded immediately and solved in time. The items and standards of daily rounds are as follows:
1. Room
①Room door: no fingerprints, good locks, complete instructions, etc., do not disturb signs and menus, safety chains, mirrors, handles, etc. are in good condition.
② Walls and ceilings: no spider webs, stains, paint peeling and wallpaper warping, etc.
③ Wall panels and footings: clean and in good condition.
④Carpet: Vacuum clean, no stains, smoke marks. If necessary, mark for washing, repair or replacement.
⑤Bed: The laying method is correct, the bedspread is clean, there is no litter under the bed, and the mattress is turned over on schedule.
⑥Hard furniture: clean and bright, no scratches, correct position.
⑦Soft furniture: no dust or trace, if necessary, make repair and wash marks.
⑧ Drawer: clean, flexible and easy to use, the handle is intact.
⑨ Telephone: no dust or trace, clear and intact signs, no peculiar smell from the microphone, and normal functions.
⑩Mirror and picture frame: The frame is dust-free, the mirror surface is bright, and the position is correct.
⑪ Lamps: The bulbs are clean, the power is correct, the lampshade is clean, the joints face the wall, and the use is normal.
⑫ Trash can: in good condition and clean.
⑬ TV and audio: clean and used normally, the channel should be set to the longest broadcast time, and the volume should be adjusted to a low level.
⑭Closet: The variety and quantity of hangers are correct and clean, and the doors, bottoms, walls and shelves are clean and in good condition.
⑮ Curtains: clean, in good condition and easy to use.
⑯ Windows: clean and bright, window sills and window frames are clean and intact, easy to open.
⑰ Air conditioner: The filter screen is clean, works normally, and the temperature control meets the requirements.
⑱ Small bar: clean, odorless, complete with items, and the temperature is on a low level.
⑲Guest supplies: the quantity and variety are correct, the condition is in good condition, and the placement is qualified.
2. Bathroom
① Door: The front and rear sides are clean and in good condition.
② Wall: clean and in good condition.
③ Ceiling: no dust, no trace, intact.
④The ground: clean and dust-free, no hair, and the seams are intact.
⑤Bathtub: Clean inside and outside, chrome-plated parts are clean and bright, soap tubs are clean, bathtub plugs, showers, drain valves and switch faucets are clean, seams are clean and mildew-free, shower curtains are clean and intact, shower curtain buttons are complete, clothesline Feel free to use.
⑥ Basin and dressing table: clean, chrome-plated parts are bright, water valves are in normal use, mirrors are bright and clean, and lamps are in good condition.
⑦Toilet: clean inside and outside, in good condition, no damage, smooth flushing.
⑧Exhaust fan: clean, normal operation, low noise, no peculiar smell in the room.
⑨Guest supplies: the varieties and quantities are complete, in good condition and placed correctly.
As the hospitality industry evolves, equipment requirements are constantly being updated, and the content of the checklist should continue to be enriched and developed.
03
Room cleaning and maintenance system formulation
1. Daily cleaning and maintenance
According to the activity characteristics and cleaning requirements of each area, the basic standards of daily cleaning for all responsible areas are listed for work arrangement and inspection and comparison. Its general form and main content are as follows:
①The hall and corridor should be kept clean and tidy at all times. In the morning and middle shifts, the floor dusting, soot dumping, seat arrangement, handrail and platform dusting, carpet and water garbage removal are carried out every hour. Night shift for full cleaning.
②The passenger elevator is cleaned every 4 hours in the morning and middle shifts, and the night shift is fully cleaned.
③The guest toilets are cleaned every 1-2 hours in the morning and middle classes. Do a full cleaning in the afternoon and in the middle of the night.
④The restaurant and dance hall will be cleaned and maintained after daily business.
⑤ The multi-functional hall is cleaned once a day, and can be cleaned at any time when needed.
⑥ The administrative office is cleaned once a day after get off work.
⑦ Staff locker rooms are cleaned once a day in the morning and mid-shift.
⑧ Staff passages and elevators are cleaned once per shift.
⑨ The perimeter is cleaned twice a day in the morning and evening, and the perimeter attendants will keep it clean at any time at other times.
2. The waiters are responsible for the division of labor
According to the daily cleaning standards, the work is carried out to three shifts in the morning, noon and night; then according to the workload, the personnel needed for each shift are determined and the responsibility area is divided for the waiters.
In order to ensure the implementation of the work and facilitate the inspection of the effect, the work flow and time allocation method of the attendants in each responsibility area of the morning and middle shifts should be formulated, and the night shift usually only needs to list their work content.
3. Phased cleaning and maintenance plan
The development of a cleaning and maintenance plan by stages is similar to the planning and hygiene of a guest room, but there are many public areas, different usage conditions, and different environmental requirements, so this plan is appropriate for each area.
The following is an example of a hotel lobby cleaning and maintenance plan:
①Cleaning, vacuuming, mopping and polishing every day, polishing stainless steel handrails, panels and signs, etc., scrubbing doors, countertop glass, removing stains on floors, walls and seats, replacing foot pads, watering flowers and Routine transactions such as replacement.
②Wax the countertops, disinfect the telephones and clean the walls of the telephone rooms every week, clean the frames, grooves, door closers and footings of doors and windows, clean and wax the shutters and windows, clean the ceiling vents, and spray the hard floor. Wax cleaning and maintenance.
③Cleaning and dusting of soft furniture, soft walls, doors and curtains, cleaning and waxing of decorative objects such as wall lamps and lamp bases, cleaning of corridor chandeliers and ceiling lamps, cleaning of metal, stone or wooden furniture and walls Waxing, thorough cleaning of all clear glass items (except chandeliers), waxing and waxing of floors, dry foam cleaning of carpets in rest areas.
④ Clean the seat cushions, backrests and armrests, the curtains and soft walls, and the carpets every season (or as needed).
4. Inspection and supervision
As with floor work, inspection is a necessary measure to ensure work standards. While all work area prescribed items should be checked, focus and sequence should also be noted.
Generally speaking, the inspection of public areas focuses on the guest activity area, and the order can be carried out from front to back and bottom to top. The clockwise or counter-clockwise inspection route used for guest room inspections also applies here.
Supervisors and foremans in charge of common areas are not only job inspectors, but also work coordination and organization guides. In addition to checking the completion of daily work, they need to know more about the work status and operation details of employees, among which the correct use of cleaning agents and cleaning tools is an important content.
If this ring is not done well, it will not only lead to waste of cleaning agents and reduce work efficiency, but also often fail to achieve the proper cleaning and maintenance effect, and even bring additional trouble. Such as: washing the floor and waxing without setting up warning signs or pulling isolation lines, cleaning the glass without a rag, and using toilet cleaner when cleaning the washbasin.
In order to inspect and control the quality of work in the common areas, written inspection records and performance evaluations are often required, which will serve as the basis for analysis of bonus distribution or training needs.