Basic room service etiquette for newcomer training
01
Preparatory work etiquette for welcoming guests
The preparation work is the first link in the service process, which is directly related to the following links and the quality of the entire reception service, so the preparation work should be done fully and carefully, and completed before the guests enter the store.
1. Understand the customer’s situation
In order to prepare correctly, it is necessary to first understand the arrival time, departure time, where to come, where to go, number, identity, nationality, health status, gender, age, religious beliefs, customs, Living characteristics and reception specifications, charging standards and methods, etc., in order to formulate reception plans and arrange reception services.
2. Room layout and equipment inspection
The rooms are arranged and arranged according to the customs, living characteristics and reception specifications of the guests. According to needs, adjust furniture and equipment, make beds, prepare hot water bottles, water cups, tea, cold water utensils and other daily necessities and hygiene products. Replenish the envelopes, letterheads, service guides, guest instructions and various promotional materials in the stationery folder, and replenish the beverages in the refrigerator.
Put the hotel manager’s business card on the table in accordance with the reception specifications, and prepare flowers and fruits for important guests to express their welcome. If the guests have special requirements in terms of customs or religious beliefs, all reasonable should be met. Items that are taboo in terms of religious beliefs of guests should be withdrawn from the room to show respect.
After the room is arranged, the furniture, electrical appliances and sanitary equipment in the room should be inspected. If there is any damage, it should be repaired in time. To test the hot and cold water in the basin and bathtub, if the water quality is found to be turbid, the water must be poured until the water is clear.
3. Preparation for welcoming guests
Before the guests arrive, the room temperature should be adjusted. If the guests arrive at night, the curtains should be drawn, the room lights should be turned on, and the bedtime should be done. After completing the preparatory work, the waiter should arrange his personal instruments and stand at the elevator entrance to greet him.
02
Greeting etiquette for guests
1. Welcoming guests at the entrance of the stairs
Guests are led to the floor by a porter, and the waiter should greet them warmly with a smile on their faces. If you know the name of the guest in advance, you should say, “Welcome! Mr. XX” when greeting, and then lead the guest to the door of the room that has been prepared for the guest, stand sideways, the bellman opens the door with the key, and invites the guest to go first.
2. Introduction
When the guest first arrives at the hotel, he is not familiar with the environment and the situation. The bellman first introduces the room equipment and usage to the guest, and at the same time introduces the hotel service facilities and service hours to the guest.
3. Serve tea towel
After the guests enter the room, according to the requirements of “three arrivals”: “guest arrival, tea arrival, towel arrival” for the reception object. If guests like to drink ice water and use cold towels, they should also be served according to their habits.
4. Accompany guests to the restaurant
For customers who come to the restaurant for the first time, they should take the initiative to accompany them to the restaurant when they eat for the first time, and introduce the characteristics of the guests’ diet, charging standards and methods to the restaurant manager.
03
Guest service etiquette
In order to make the guests stay comfortable and happy, and feel “at home”, the daily service work must be proactive, enthusiastic, thoughtful and meticulous.
1. Tidy up the room
Organize according to the guest’s reception specifications, requirements and the hotel’s “house cleaning procedures”. In the morning, you should clean according to the procedures, open the curtains, take out the garbage, change the ashtray, change the cloth towel, sweep the floor, wipe the furniture and various items; replenish the tea, stationery in the room, and clean and tidy the bathroom.
After getting up from the lunch break, the guests will do a little tidying up, take out the garbage, change the ashtray, tidy up the bedding, and replace the used towels.
In the evening, take advantage of the time when the guests go to the restaurant to dine, go to the room to make a turndown and do a small tidy again.
2. Agency and other services
It is necessary to carefully, carefully, timely and accurately handle the entrusted matters for the guests, such as laundry, room dining, visitor reception and other matters entrusted by the guests.
3. Security Check
The hotel should be responsible for the life and property of the guests first, and ensuring the safety of the guests is an extremely important responsibility of the housekeeping department. If the guest’s personal or property is damaged due to ineffective measures or negligence in work, not only the hotel will suffer economic losses, but more seriously, the hotel’s reputation will also be seriously affected. Therefore, there must be security measures at each service link.
04
End of work etiquette
1. Make preparations before the guests leave
It is necessary to know the date and time of the guest’s departure, the number of trains, schedules, and voyages of the means of transportation, whether all the entrusted projects have been completed, whether the accounts have been settled, and whether there are any errors or omissions.
Ask guests if they need to eat ahead or prepare a lunch box meal. Do guests who leave the hotel in the morning need to be woken up and when? If there is an automatic wake-up clock in the room, guests should be told how to use it. Finally, ask the guests what else they need help with. If there is something that cannot be done in this department, you should contact the relevant department, work together, and make preparations for leaving the store.
2. Timed farewell work
Take advantage of the meal time of the guests, check whether the guests have left items in the room, and remind the guests if they are needed. When guests leave the floor, they should be warmly sent to the elevator and politely say “goodbye” and “welcome to come again”. There must be a waiter to help guests with luggage and send it to the lobby. For the elderly, the weak, the sick, and the disabled, a special person should escort them downstairs and help them into the car.