42 Job Advice for Hotel Housekeeping
- What should you do to guests who rent hotel rooms for a long time?
A: To do a good job in the service of long-term residents, first of all, be aware of it. Master the living habits of long-term residents and provide them with fast services everywhere; understand the national day of the country where the long-term residents are located, the birthdays of the main guests, etc. Congratulate them on their National Day and birthday, and help long-term residents to solve urgent problems; in addition, they should be notified of important events in the hotel. Regularly hold long-term resident symposiums, listen to the opinions of guests with an open mind, and improve service work, so that long-term residents feel at home when they come to the store, and feel cordial, convenient, comfortable and safe everywhere.
2. What should I do if the guest complains that the wake-up call does not wake up?
answer:
(1) Apologize to the guest.
(2) Investigate the cause to see if it is a machine failure or a man-made cause, and take immediate measures to deal with it, so as not to complain again and expand the situation.
(3) If the guest does not wake up due to the fact that the wake-up call does not wake up, the guest should be compensated by the hotel or the party according to the situation.
3. What should I do if I encounter a customer complaint?
A: The two methods are crossed or used simultaneously.
method one:
(1) Quickly handling customer complaints is the service tenet of the hotel;
(2) Never treat guest complaints lightly, and handle them with care for the sake of guests;
(3) Listen carefully, understand the causes and consequences of complaints, maintain a friendly, polite and calm attitude; resolve incidents within the scope of authority as soon as possible, and report those beyond the authority level by level for handling;
Method Two:
(1) To avoid loud noises by guests in the business premises, causing adverse effects, choose an appropriate place, such as: office, guide guests, and properly solve problems;
(2) Pay attention to making records to show attention;
(3) If you need assistance from others or other departments, you must keep abreast of the progress of the situation and try to make the guests leave calmly;
(4) Make a good record of the complaint and ask the superior to review it, and make a written answer to the written complaint.
4. What should I do when eradicating pests in guest rooms?
Answer: The eradication of insect pests refers to the eradication of mosquitoes, flies, cockroaches, ants, mice and other pests in restaurants. Regularly spray pesticides and configure pesticides according to the stated proportions to ensure the insecticidal effect. The evil places where the pests live, such as: under the carpet, under the bed, in the corner of the wall, the bathroom should be poisoned with drugs, and the killed pests should be cleaned up in time. Block holes in places where mice are frequented to prevent them from entering the room.
5. What should I do if I encounter rude guests?
Answer: This kind of customer is not easy to communicate with others, and has a strong personal attitude. After conflict, he often hurts people or behaves rudely. Waiters should not care about them, try to complete the reception service according to their requirements, do not conflict with them, and keep calm.
6. What should I do when the guest leaves the room key in the room and asks the waiter to open the door for him?
A: If the guest accidentally leaves the door key in the room, the waiter should check his accommodation registration and the valid documents of the resident. It is true that the resident of the room can open the door for him. If you do not have any documents, you can open the door only after you have registered with the front desk according to the guest’s oral situation. And record the opening of the room.
7. What should I do when washing and delivering guest clothes?
answer:
(1) According to the laundry collection time stipulated by the laundry room, go to the floor to receive the laundry sent by the guests in time, and make a handover record with the floor.
(2) After washing and ironing, check the number with the dispatcher in the laundry room. Take back the guest clothes and send them to the floor to be signed by the waiter and handed back to the guests.
(3) According to the payment receipt, urge the floor attendant to put the laundry fee on the bill, and sign the bill at the front desk.
(4) During the transportation process, pay attention to keeping the guest clothes so that they are flat, crisp and wrinkle-free.
(5) If there is a problem with the washing of guest clothes, report it in time, send it to the laundry room for reprocessing, and try to avoid customer complaints.
8. What should you do when a guest accidentally slips and falls?
answer:
1) After the guest slips and falls in the hotel, the waiter should take the initiative to help. Contact the doctor in the infirmary for door-to-door treatment. If the injury is too serious, the doctor will decide to send it to the hospital for treatment.
2) According to the personal accident insurance purchased by the guest at the time of check-in, the insurance company will report the situation to the insurance company.
3) The department will send people to the hospital to visit the patients and notify the families of the injured guests in time.
4) Do a good job of prevention, remind guests to slide carefully, check handrails, and strengthen the equipment of anti-skid facilities. prevent problems before they happen
9. What should I do when I find that the toilet tank is leaking?
Answer: The awareness of saving water should be firmly established. When you hear the water leaking from the water tank, you should immediately find out the cause and eliminate it or report it to the plumber maintenance personnel to go upstairs for maintenance. Otherwise, it will affect the rest of the guests and cause great waste.
10. What should you do in case of property damage
A: The compensation system includes two aspects:
First, if a hotel guest accidentally damages the property of the hotel, the relevant department of the hotel should set a compensation amount for the property value and the degree of damage, and claim compensation from the guest. (In-room service folder with property price list);
Second, if the hotel employee accidentally damages the property, the compensation fee should be appropriately charged according to the actual situation, and the necessary education, criticism and warning should be given to them.
11. There are regulations on the number of times you enter the room and clean it every day. What should you do?
A: At present, hotels in China are generally based on a binary room system, that is, a routine inspection of guest rooms during the day and turndown service at night. Of course, no matter how many rooms are stipulated, once guests need to clean up their rooms, we should try our best to meet their requirements. For VIP guests and guests who live in suites, they should enter the room three times a day, or even four times a day.
12. What should I do before selling the room after it has been vacant for several days?
answer:
1) Open windows for ventilation;
2) Use a clean rag to wipe the floating dust of furniture equipment and furniture.
3) Put the hot and cold water in the bathtub and washbasin and the water in the toilet until it is clear.
13. What to do if the guest key is lost
Answer: If the guest key is lost, you should immediately check the cause of the loss and take necessary measures to deal with it in time to ensure the safety of the guest’s life and property. The manager of the housekeeping department should personally search and report to the duty manager, change the IC card password, modify the computer program, and supervise the waiter to recall carefully and make records.
14. How many logbooks are there in room service and what should you do when you fill them out?
A: The housekeeping department has formulated the full-day duty record book, the guest registration book, the left item registration book, the room inspection record book, the equipment maintenance book, the room cleaning record book, the cloth cover washing registration book, and the item receipt declaration book, etc. These records are regular, extensive, authentic and popular. To ensure the reliability of the original records, they must be filled in carefully as required.
15. “Green Hotel” is a new thing advocated by the current hotel, what should you do
A: People call hotels that pay attention to environmental protection as “green hotels”. It is to reduce consumption and reuse of resources, and to avoid the use of substances that pollute the environment. Floor attendants should pay attention to the use of cleaning agents. Pick up recyclable junk items. Save electricity and water, and pay attention to the method of item allocation, which not only ensures the needs of guests, but also increases the reuse of items.
16. What should you do when you encounter a client who insists on chatting with you at work?
A: You should explain in a tactful manner that you want to serve the guests and do not occupy your time. Please return to the room to rest. Then go to the floor service work (delivering boiling water, washing tea cups, dragging the hall, etc.) and ask the guests to forgive. Don’t bluntly tell guests to go away or look unhappy.
17. What do we do when the guests are talking and we have urgent enquiries?
answer:
(1) Wait politely at the side of the guest, and avoid interrupting the guest’s conversation rashly.
(2) When the guest realizes or is appropriate, first apologize to other guests, then briefly explain the reason, and then leave politely.
18. What do you do when you finish cleaning a guest room?
answer:
(1) After cleaning, you should look around the room to check whether the cleaning work meets the standards.
(2) Whether the room supplies are fully replenished and placed as required, and if there is any inappropriateness, they should be rearranged neatly.
(3) Check the safety of the door lock.
(4) When guests are in the room, they should say goodbye to the guests and gently close the door.
(5) When guests are not in the room, they should take off the electricity-saving card, lock the door, and make a cleaning record.
19. What should I do when I find that the guest has taken away the non-disposable items in the room?
answer:
(1) Report to the foreman, and the foreman will negotiate with the guests individually, without hurting the self-esteem of the guests
(2) The attitude is kind and the tone is euphemistic, indicating that this thing is not included in the room rate. If you need to buy it as a souvenir, you can buy it on your behalf if necessary.
(3) When the guest acknowledges and returns the item, thank him. If the guest denies the item and the item is of great value, it can be treated as an “unwelcome guest”.
20. What should I do when a guest wipes his shoes with a towel or sheet, and throws cigarette butts on the carpet to damage the carpet?
answer:
(1) It is very polite to remind guests to take care of public property, and at the same time, the damaged items need to be compensated according to regulations.
(2) When making a claim, it should be courteous, and important evidence, such as cigarette butts and burn marks, should be retained, which is generally acceptable to the guests, but the tone should be euphemistic, and the self-esteem of the guests should not be hurt.
(3) The compensation should be handed over to the general service desk to open a receipt and make a record.
(4) Notify the maintenance department in time or repair the carpet by yourself.
21. What should I do when I see that the guest has difficulty moving?
answer:
(1) Take the initiative to come forward and be ready to help at any time;
(2) Ask the porter to support or provide wheelchairs to the guests.
22. When you are cleaning the room, the guests come back, what do you do?
Answer: (1) You should greet the guests warmly and ask the guests for their opinions on whether to continue cleaning.
(2) If the guest has something to do, you should leave quickly and say “I’m sorry for disturbing you”. Wait until the guests go out to clean up.
23. Many different types and types of rooms need to be cleaned, what should you do?
Answer: The order of cleaning according to the room condition:
· The room that the receptionist and the guest ordered to be cleaned
·The door hangs “please clean now” sign or VIP room
·Go to the guest room
·Guest room
·Long private room (ask for the opinions of the guests, such as whether to clean in the morning, noon or evening)
·Empty room
· Do not disturb room
24. What should you do when the air conditioner is turned on correctly?
answer:
(1) Before turning on the air conditioner, the doors and windows should be closed to prevent the leakage of cold (hot) air.
(2) When using cold air, it is better to use the horizontal direction of the horizontal grid of the air supply outlet. Due to the heavy amount of cold air, the vertical grid should be exhausted upwards as much as possible, so that the cold air of the air conditioner can be diffused evenly and delivered.
(3) Clean the filter screen. When the air conditioner is turned off and restarted, stop it for at least three minutes before restarting it. Turn on the group one hour before the arrival of the group guests, making the guests feel very comfortable after entering the room.
25. What do you do when a guest checks out?
A: When the guest leaves the room, the waiter should quickly check whether there are any items left by the guest in the room. If you find leftover items, you should immediately notify the lobby and return them to the guests. At the same time, you should check the water usage in the room, report to the cashier, and check whether the equipment in the room is in good condition and whether all items are complete (except for disposable items); if there is any problem, please timely Report to the foreman or supervisor. After the inspection, the attendants of the cleaning class will clean and arrange them for sale.
26. What should I do when the furniture is maintained and waxed?
Answer: Wood furniture should pay attention to moisture-proof, waterproof, heat-proof and moth-proof in use. It should be kept clean and bright and beautiful. To prolong the service life, it needs to be waxed regularly. After drying, dampen the wax with a soft dry rag and wipe repeatedly until it is as bright as new.
27. What should I do when using different types of cleaners?
A: It is best to use neutral detergents, and do not use water-insoluble powdered detergents to avoid clogging the drain. For stubborn stains, the strong alkali and strong acid such as detergent must be diluted with water in proportion to avoid damage to the surface gloss of wall tiles and utensils and prolong life.
28. There are stains and oil stains on the carpet, what should you do?
Answer: There is a small area of stains on the carpet. Oil stains should be removed with detergent in time to avoid the penetration and spread of stains. Large-scale stains should be thoroughly cleaned with a carpet washing machine. Do not try to wash the dirty areas at one time. Wait for the carpet to dry. Repeat cleaning until it is clean. Chewing gum on the carpet should be removed in time, and different cleaning agents should be used for different stains.
29. What should I do when wiping the glass of the high-rise guest room?
Answer: The window cleaning should be wiped according to the changes of the weather. It is most suitable for clear and cloudy days after rain. In summer, do not clean the windows under the hot sun to avoid heat stroke. It is not suitable to clean the windows in strong wind and snowy weather. Be sure to fasten your seat belt when cleaning the windows, be focused, don’t look around, look down on the ground, and take objects very carefully to prevent them from falling and damaging people.
30. What should I do after receiving the VIP reception notice on the floor?
A: First of all, you should know the situation of VIP guests, check whether the room equipment is in good condition, whether the items are fully equipped, whether the hygiene is completely clean, adjust the room temperature according to the climate, prepare hot and cold drinking water, and provide fruits, gifts and business cards of the general manager according to the reception specifications. Note that guests should not violate special requirements. For rooms that have not been used for a long time, bed sheets and towels should be replaced, and the water in the bathroom should be drained to clean water. The windows should be opened in time for ventilation. If guests arrive at night, they should be turned down.
31. What should I do if I encounter a guest in a public place?
answer:
(1) When encountering a guest, you should smile and take the initiative to greet the guest. Regular customers should address them as Mr. **, and the guests will feel cordial.
(2) Take the initiative to give way sideways or slow down your pace, you can’t just walk by yourself, turn a blind eye, and have a good signal.
32. What should you do when you are in an emergency and need to walk beyond the guests?
answer:
(1) First politely say to the guest: “I’m sorry, sir (Miss), can you please let me know?” and then go beyond
(2) When there are two guests traveling together, do not pass through the guests.
(3) After surpassing, you should look back and nod your thanks to the guests.
33. When you are answering the work call, what should you do if a guest comes to ask?
answer:
(1) When you are answering the work call, a guest should nod his head, greet the guest and ask the guest to wait for a while.
(2) End the call as soon as possible to avoid making guests wait for a long time.
(3) After ending the call, you should apologize to the guest first and answer the guest’s inquiries seriously.
34. What should I do when a guest is satisfied with the service work and gives a tip or a small gift?
answer:
(1) Thank the guests for their kindness, explain that this is just what we should do, and please don’t mind the guests. State that we do not accept tips.
(2) If the guest insists on giving it away, if the refusal is invalid, he will accept the gift first and thank the guest again.
(3) Submit gifts and tips to the housekeeping department in time for processing.
35. What should the waiter do in the event of a sudden fire?
answer:
(1) Call 119 immediately to extinguish the initial fire urgently and effectively.
(2) Guide the guests to evacuate, quickly call the police, and notify the security department.
(3) Protect the scene and truthfully report the situation to the relevant departments.
36. What should the floor attendant do to prevent theft?
Answer: You must stick to your post, grasp the access of guests, adhere to the registration system for guests, indicate the time of the visitor’s entry and exit, observe the items carried by the guests, understand the room status, check and supervise the room door and the window is closed. Report suspicious persons in a timely manner.
37. What should I do if the automatic spray is damaged and caused by water spray?
answer:
(1) Report to the monitoring room, security department and housekeeping department immediately after hearing the alarm of the sprinkler system.
(2) Quickly close the main spray valve.
(3) Then immediately return to the duty room and open the water valve.
(4) Check the rooms one by one to determine the rooms with damaged nozzles before taking measures.
38. What should the guests do when they report that the room air conditioner is not working well?
answer:
(1) First check whether the switch is turned on, and whether there is air supply from the tuyere. If there is no movement, the fan coil motor is faulty, and please ask an electrician to repair it.
(2) The air supply effect is not good, and the cooling and heating temperature is not appropriate. It may be that the air supply switch is not properly adjusted, or the pipeline is blocked. Adjust the switch or report for repair.
(3) If the wind force is small, it may be that the filter screen of the return air outlet is blocked and needs to be cleaned or the position of the air outlet blades needs to be adjusted. After cleaning, if it cannot be solved in time, you should change rooms with the guests.
39. What should the waiter do after the guest reports the loss?
answer:
(1) After hearing the guest’s feedback, calmly persuade the guest to recall and search for it, protect the scene, and do not search in the room without authorization, so as not to cause unnecessary trouble and increase difficulties for future investigation work
(2) Take an active and assisting attitude to report the situation truthfully to the leadership, the Ministry of Security and the Public Security Department in a timely manner.
40. What do you do when a guest is sick
answer:
(1) When a guest is sick, the waiter should care for the guest, report to the infirmary in time, and the doctor will go to the guest room for treatment.
(2) Send more boiled water and contact the restaurant to send sick meals.
(3) If the condition is serious, it should be sent to the hospital in time or dial 120 to call the emergency center for ambulance, so as not to delay the treatment time.
41. What to do when a hotel guest suffers from an infectious disease
answer:
(1) If a guest is found to be suffering from an infectious disease, they should immediately report to the infirmary and contact the infectious disease hospital for inpatient treatment.
(2) The tea set and bedding in the room used by the guests should be strictly disinfected under the guidance of a doctor
(3) Pay attention to confidentiality and try to notify the patient’s family as soon as possible.
42. What if the guest asks how to use the room facilities?
Answer: The floor attendant should first be familiar with and determine the names, performance and usage of all equipment and facilities in the room, and give appropriate demonstration operation guidance (such as opening electronic door locks, using automatic electric kettles and adjusting TV channels).