Kick off the prelude to preparation, 16 hard knowledge of room management
01
The “Five Steps” of Room Service Preparation
The preparatory work is the prelude to improving the quality of room service. Only when the preparatory work is done well can the service personnel provide targeted high-quality services to meet the needs of the guests. The content of the preparatory work mainly includes:
1. Master customer sentiment
Many hotels will keep customer files, and room service personnel should be familiar with the guest’s name, room number, living habits, taboos, hobbies, religious beliefs, appearance characteristics, etc., so as to provide targeted high-quality services in the reception service.
A hotel in Shanghai that focuses on health preservation will invite guests to take a physical fitness test when they check in, and provide matching healthy diet and life advice according to the type of physical fitness of the guests.
2. Tidy up the room
The reserved room should be tidied up one hour before the arrival of the guests to keep it clean, hygienic and safe. The facilities and equipment in the room must be complete and in good condition, in line with the room grade specifications and quota standards, to ensure the needs of guests.
3. Check room facilities and supplies
After finishing the guest room, the foreman should comprehensively check the equipment and supplies in the room one by one, 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 positions, etc.
Special reminder: If the guest has special requirements in the order, such as wishing for a special arrangement of the room for birthdays, etc., please help the guest to arrange it in advance.
4. Adjust the room air and temperature
Before the guests arrive, the air and temperature of the room should be adjusted according to the climate and the actual needs of different regions. For example, the air conditioner should be turned on in summer to ensure that the guest feels cool and comfortable the moment they enter the room.
5. Service personnel are in place
The floor attendants have to arrange appearance, appearance, clothing and hair style, and wait for the arrival of guests. If the manpower is sufficient, the waiter can see the guest into the room and introduce the room.
02
“Bazi method” of service operation
Room service is based on the rules of guests’ coming, staying and walking. Judging from the requirements of the serialization of service operations, it is mainly to implement the eight-character work method of “welcome, ask, be diligent, clean, quiet, smart, listen, and send”.
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 must be generous, neatly dressed, and energetic;
2. ask
Warm and hospitable, take the initiative to say hello. During the process of guests staying in the hotel, the waiters should care and love the guests like their own relatives, reflecting the sense of responsibility of the master.
It is necessary to take the initiative to say hello to the guests, care about their daily life, physical condition, and life feelings, actively ask their requirements, and satisfy their hobbies.
3. Diligence
Work hard, fast and secure. Diligence is an important manifestation of the professionalism and sense of responsibility of the waiter. Hands, eyes, mouth, and legs must be diligent.
Hand work is to complete tasks in a timely and accurate manner;
Eye attendance is to pay attention to observe the customer’s needs and responses, and provide random services to the guests in a targeted manner;
To speak diligently is to take the initiative to say hello to the guests and ask about their needs, and you must never meet the guests without saying a word and bowing your head;
To be diligent is to act quickly, not to be afraid of trouble, and to improve service efficiency.
4. Clean
Keep it clean and strictly hygienic. Cleanliness is one of the basic requirements of guests during room service. Every time after tidying up guest rooms, bathrooms, reception rooms, and study rooms, they must be strictly disinfected to eliminate traces of consumption and ensure that various equipment, utensils, and daily necessities are clean, beautiful, and comfortable.
5. Quiet
Move lightly and steadily, and keep quiet. Keeping quiet is also a basic requirement for high-quality service. When preparing supplies and cleaning, service personnel should knock lightly, speak lightly, and walk lightly.
During the service process, no loud noise, noisy, singing. Keep the quiet atmosphere of guest rooms and corridors at all times to reflect the civilized level of room service.
6. Spirit
Flexible and flexible. In the service process, we must have strong adaptability, and adopt flexible and diverse methods according to the psychological characteristics and special hobbies of the guests. For example, special care should be taken for guests with slow movements and disabilities; you can be more easy-going when speaking to cheerful guests, etc.
7. listen
Eyes see six directions, ears listen to all directions. The service personnel should pay attention to observe the situation of the guests at any time, solicit opinions from the guests, and find problems and deficiencies in the service process at any time. Once discovered, it is necessary to improve and make up for it in time.
8. send
Say goodbye to guests, start well and end well. The guest’s departure is not only the end of room service, but also the beginning of the next round of service work.
In order to ensure the good results of the renovation service work, to leave good memories for the guests, and at the same time to win back and see off the guests, it is necessary to have a pleasant journey, and welcome to come again.
The above-mentioned eight-character working method forms a complete series of service process, which is the essential performance of the room service quality standard and needs to be paid attention to by all service personnel.
03
“Three Modernizations” Requirements for Service Content
1. Standardization of service facilities
Service facilities are the material basis for guest rooms to provide high-quality services. As the saying goes, a good woman cannot cook without rice, and without standardized service facilities, providing high-quality services is empty talk. Standardized service facilities mainly include four aspects:
① Facilities must be complete
Room facilities must be fully equipped. 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, TVs, etc.
② The quality of facilities must be excellent
The above-mentioned facilities and equipment in the guest rooms are basically the same in terms of quantity; however, in terms of quality, they vary greatly due to the different grades and specifications of the rooms.
The specific requirements for high-quality equipment are: beautiful appearance, excellent texture, uniform style, style, and color matching, and attention to the consistency of the same service facilities in various levels and rooms, and not giving 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 of poor quality, it is impossible to provide standardized high-quality services. The specific requirements for the standardization of room service supplies are:
① Disposable consumables for guests must be equipped according to the specifications to ensure the needs.
Disposable consumable items for guest rooms need to be replenished every day. The allocation of these items should be based on the room/day room consumption quota to ensure good quality.
②Recurring consumables for customers must meet the equipment standards and be updated in time.
Cotton fabrics such as bed sheets, pillowcases, towels, and bath towels, as well as ashtrays, teacups, glasses, etc. in the guest room should be equipped according to the grade specifications of the guest room.
3. Excellent service attitude
Service attitude is a concentrated expression of service personnel’s ideological consciousness, service awareness and professional quality, and is the basic requirement of standardized services. The focus of optimizing the attitude of room service is to be proactive, enthusiastic, thoughtful, and patient. Specifically:
① active
To take the initiative is to serve the guests before they speak, and it is a concentrated expression of the room attendant’s strong sense of service. Its specific requirements:
Take the initiative to greet and see off, and help with luggage;
Take the initiative to greet guests with friendly language;
Actively introduce service items;
Take the initiative to lead the way and open the door for important guests;
Take the initiative to call the elevator and greet the guests.
Take the initiative to lead the new guests to other entertainment areas;
Take the initiative to take care of the elderly, weak, sick and disabled guests;
Proactively solicit input from guests and accompanying persons.
② Enthusiasm
In the room service process, the attitude is sincere, warm and generous, with a smile on the face;
Dress neatly, be full of energy, and dignified in appearance;
The language should be clear, accurate, friendly and gentle;
In terms of behavior, there must be a spirit of helping others and helping guests solve problems, and use body language appropriately.
③ polite
Be polite, cultivated, and respect the psychology of guests;
Don’t underestimate yourself, forget righteousness when you see profit, humble yourself in front of guests, and lose your personality;
He is not arrogant and domineering, and opposes the thoughts and behaviors of shopkeepers bullying customers and stealing people’s clothes and hats.
④ patience
Provide services according to the specific requirements of various types of customers;
Don’t be impatient when you are busy at work, and don’t get bored with picky customers;
Careful and thoughtful care for the elderly, weak, sick and disabled guests;
Listen patiently when guests have opinions, and not be complacent when guests praise them.
⑤ Thoughtful
It is necessary to understand the life preferences of different guests, master the daily life 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, the same outside and inside.