16 essential methods of room management, recommended collection
The guest room is one of the most active places for guests after their stay. Doing a good job in room service is the most critical way to improve guest satisfaction. How to do it and how to do it has become a problem for managers to think about. This article organizes 16 methods of room management, hoping to help hoteliers.
01
The “Five Steps” of Room Service Preparation
The preparatory work is the prelude to improve the quality of room service. Only when the preparatory work is done can the service personnel provide high-quality services in a targeted manner to meet the needs of the guests. The preparatory work mainly includes:
1. Master customer sentiment
Many hotels will keep customer files, and room service personnel should be familiar with the guests’ names, room numbers, living habits, taboos, hobbies, religious beliefs, appearance characteristics, etc., so as to provide high-quality services in the reception service.
A hotel in Shanghai that focuses on the theme of health care will invite guests to do a physical fitness test when checking in, and provide matching healthy diet and life advice according to the physical type of the guests.
2. Tidy up the room
The reserved room should be tidy up one hour before the guest’s arrival, and keep it clean, hygienic and safe. The facilities and equipment in the room should be complete and complete, in line with the room grade specifications and quota standards, so as to ensure the needs of the guests.
3. Check room facilities
After finishing the room, the foreman should comprehensively check the equipment and supplies of the room item by item, including whether the doors and windows are safe, whether the electrical switches are damaged, whether the bathroom equipment is convenient, and whether the items are placed in the specified position, etc.
Special reminder: If the guest has special requirements in the order, such as birthday wishes for the guest room to have special decoration, etc., he needs to help the guest to arrange it in advance.
4. Adjust the room air and temperature
Before guests arrive, adjust the air and temperature of the room according to the actual needs of the climate and different regions. For example, in summer, turn on the air conditioner to ensure that the guests feel cool and comfortable the moment they enter the room.
5. Service staff in place
The floor attendants should arrange grooming, instruments, clothing, hairstyles, and wait for the arrival of guests. If the staff is sufficient, the waiter can escort the guest into the room and make a room introduction.
02
“Eight Characters” of Service Operation
Room service is based on the regularity of guests coming, staying and walking. Judging from the requirements for serialization of service operations, it is mainly to implement the eight-character work method of “welcoming, asking, diligent, clean, quiet, spiritual, listening, and sending”.
1. Welcome
Polite and generous, warm welcome. When guests come to the guest room and take the initiative to greet them, it is not only an expression of courtesy and respect for the guests, but also an important condition for leaving a good first impression on the guests.
To welcome guests warmly, one should be generous in manners, neatly dressed, and full of energy; second, be kind in attitude, friendly in language, and accurate in actions; third, distinguish between different objects.
2. ask
Warm and hospitable, take the initiative to say hello. During the guest’s stay in the hotel, the waiter should care and care for the guest as if he treats his own relatives, reflecting the sense of responsibility of the owner.
Take the initiative to say hello to the guests, care about their daily life, physical condition, and life feelings, take the initiative to ask their requirements, and satisfy their hobbies.
3. Diligent
Work diligently, quickly and steadily. Diligence is an important manifestation of the professionalism and sense of responsibility of the waiters. It is necessary to do hand diligence, eye diligence, mouth diligence, and leg diligence.
Handwork is to complete work tasks in a timely and accurate manner;
Eye diligence is to pay attention to observe the needs and responses of the guests, and provide random services for the guests in a targeted manner;
Mouth Qin means to take the initiative to greet the guests when they meet them, to ask their needs actively, and they must not be silent and bow their heads when they meet the guests;
Leg diligence is to be agile, not afraid of trouble, and improve service efficiency.
4. Clean
Keep it clean and strictly hygienic. In the process of room service, cleanliness is one of the basic requirements of guests. Every time the guest rooms, toilets, reception rooms and study rooms are cleaned up, they must be strictly disinfected to eliminate traces of consumption, and to ensure that various equipment, utensils and daily necessities are clean, beautiful and comfortable.
5. Quiet
Move gently and keep quiet. Keeping quiet is also a basic requirement of high-quality service. Service staff should knock lightly, speak lightly, and walk lightly when preparing supplies and cleaning.
During the service process, no loud noise, noise or singing is allowed. Keep the quiet atmosphere of guest rooms and corridors at all times to reflect the civilized degree of room service.
6. Spirit
Flexible and flexible. The service process must have strong adaptability, and should adopt flexible and diverse methods according to the psychological characteristics and special hobbies of the guests. For example, the guests who are slow and disabled should be specially taken care of; the guests who are cheerful can be easy-going and so on.
7. Listen
Eyes see six roads, ears hear all directions. The service staff should pay attention to observe the situation of the guests at any time, seek the opinions of the guests, and find out the problems and deficiencies in the service process at any time. Once found, it is necessary to improve and make up for it in time.
8. Send
Farewell to the guests, good start and good end. Guest departure is not only the end of room service, but also the beginning of the next round of service work.
In order to ensure good results of the renovation service, leave good memories for the guests, and at the same time to win the return of the guests, we must have a pleasant journey, and welcome to come again.
03
“Three Modernizations” Requirements for Service Content
1. Standardization of service facilities
Service facilities are the material basis for rooms to provide high-quality services. As the saying goes, it is difficult for a clever woman to cook without rice, and without standardized service facilities, providing quality service is an empty talk. Standardized service facilities mainly include four aspects:
①The facilities must be complete
Room facilities must be complete. From the standardization requirements of service facilities, the main facilities and equipment include: beds, bedside tables, desks, sofa chairs, small round tables, sofas, carpets, air conditioners, wall lamps, table lamps, floor lamps, stereos, wall cabinets, TV sets, etc.
②The quality of the facilities must be excellent
The above-mentioned facilities and equipment in guest rooms are basically the same in each guest room in terms of quantity; however, in terms of quality, they vary greatly due to the different grades and specifications of guest rooms.
The specific requirements for excellent equipment quality are: beautiful appearance, excellent texture, uniform style, style and color, pay attention to the same service facilities of various grades and various rooms, and cannot give guests the feeling of patchwork. Reflects the class specification of the room.
2. Standardization of service supplies
Room service supplies are directly consumed by guests, and are also the material basis for providing high-quality services. If the service supplies are not fully equipped and the quality is low, it will not be able to provide standardized high-quality services. The specific requirements for the standardization of room service supplies are:
①Disposable consumables for guests must be equipped according to the specifications to ensure the needs.
Disposable consumables for guest rooms are replenished on a daily basis. These items are equipped according to the room/day consumption quota to ensure good quality.
②Consumables for customers must meet the equipment standard and be updated in time.
The bed sheets, pillowcases, towels, bath towels and other cotton fabrics, ashtrays, tea cups, glasses, etc. in the guest room should be equipped according to the grade specifications of the guest room.
3. Improved service attitude
Service attitude is the concentrated expression of service personnel’s ideological awareness, service awareness and professional quality, and is the basic requirement of standardized service. The key to improving the room service attitude is to be proactive, enthusiastic, thoughtful and patient. Specifically:
① Active
The initiative is to serve the guests before they speak, and it is the concentrated expression of the strong sense of service of the room attendants. Its specific requirements:
Take the initiative to meet, help with luggage;
Take the initiative to greet guests with friendly language;
Actively introduce service projects;
Take the initiative to lead the way for important guests to open the door;
Take the initiative to call the elevator to greet the guests.
Take the initiative to lead new guests to other entertainment areas;
Take the initiative to take care of the elderly, the weak, the sick and the disabled;
Proactively solicit the opinions of guests and escorts.
② Passionate
In the process of room service, the attitude is sincere, warm and generous, with a smile;
Dress neatly, be full of energy, and be dignified in appearance;
The language should be clear and accurate, with a friendly and soft tone;
Be willing to help others, help customers solve problems, and use body language appropriately.
③ Polite
There must be etiquette, self-cultivation, and respect for the psychology of the guests;
Neither underestimates oneself, forgets righteousness in view of profit, underestimates in front of guests, and loses personality;
He is also arrogant, domineering, and opposes the idea and behavior of bullying customers and taking people with hats.
④ Patience
Do not bother, provide services according to the specific requirements of various types of guests;
Don’t be impatient when you’re busy with work, don’t get bored with picky guests;
Careful and thoughtful care for the elderly, the weak, the sick and the disabled;
When guests have opinions, they listen patiently, and when guests praise, they are not complacent.
⑤Thoughtful
It is necessary to understand the living preferences of different guests, master the living rules of the guests, and understand the special requirements of the guests. Targeted use of a variety of different service methods, so that the beginning and the end are consistent.