hotel management

Chapter 11 Room Service and Management Practice (1)
Room service is an important part of hotel services and an element that constitutes a complete hotel room product, reflecting the overall service level and quality of the hotel to a large extent.

The first (section) characteristics and functions of room service

First, the characteristics of room service
1. Sell the right to use the guest room in units of time

The biggest difference between guest room products sold in intangible time units and other products is that only the right to use is sold, but the ownership of the product does not transfer.On the one hand, the room staff should respect the guest's right to use the guest room and provide guests with various room services; on the other hand, they should also protect the hotel's ownership of the guest room, and do a good job in the storage and maintenance of room equipment, facilities, and materials.

Hotel rooms are one of the three commodities most likely to lose value in the world, because they are sold in units of time. If the opportunity to realize its value is lost within the specified time, it means it is lost forever.The room department should determine the scientific room cleaning procedures, speed up the turnover of customers, and provide qualified products for front office sales in time.

2. Strong randomness
Guests stay in the hotel and spend most of their time in the guest room. The guest room is a place for guests to rest, work, meet guests, entertain, store luggage and clean up personal hygiene.Different guests have different identities, living habits, cultural accomplishments and personal hobbies. Therefore, there are many requirements for room service, which makes the business of the room department highly random and different.

In addition to the randomness and variance of guests' requirements, the housekeeping business itself is also random.The guest room department with a wider jurisdiction is generally responsible for cleaning, greening, cloth washing and distribution in addition to the business of the guest room.Moreover, the sanitation and service work of the guest room is relatively trivial. From the arrangement of the guest room, the replenishment of items, the rounds of the room, the daily maintenance of facilities and equipment to various room services, there is a strong randomness.

3. High requirements for privacy and security
Housekeeping requires privacy and security in its work because the guest room is the guest's private domain.The service personnel cannot enter the guest room at will without the consent of the guests. They should disturb the guests as little as possible, and the service personnel should not move around or look at the guests' belongings in the guest room at will, and should respect the privacy of the guests.

The prerequisite for tourists to travel is safety, which is the most basic demand of guests.As a place for guests to stay during their journey, every hotel must ensure the safety of the guest rooms and provide guests with a safe and comfortable private environment.

[-]. The role of room service
1. The guest room is the basic facility of the hotel and the basis for the existence of the hotel
The basic function of a hotel is to provide food and accommodation to guests, and the guest room is the material bearer of guests' travel and accommodation, and is the largest and most important product purchased by guests staying in the hotel.Therefore, the hotel's guest rooms are the basis of the hotel's existence. Without the guest rooms, the hotel has no meaning of its existence.The construction area of ​​hotel rooms in my country generally accounts for 60% to 70% of the total construction area. In terms of hotel investment, the civil engineering, interior and exterior decoration and equipment purchase of guest rooms also occupy a considerable proportion.

2. Room revenue is the main source of hotel operating income
Guest room is one of the most important commodities in the hotel. The guest room department is the main profit-making department of the hotel. Its operating income is 40% to 60% of the hotel's total revenue. The sales revenue is very considerable. Strong, high net profit.The effective management of the room department and the effective support with other departments will enhance the vitality of the hotel and increase the income of the enterprise.At the same time, through the sales of guest rooms and the occupancy of a large number of guests, the profit opportunities of other departments have also been increased.

3. The service and management level of the guest room department is an important condition for improving the hotel's reputation and room occupancy rate

The guest room is the place where guests stay the longest during their stay.Moreover, the sanitation work in the public areas of the hotel is generally undertaken by the room department, which has a greater impact on the guests.Therefore, the facility level of the guest room and the service management level of the room department often become the main factors for guests to evaluate the hotel, representing the quality level of the entire hotel.

4. The room department is an important department for the hotel to reduce material consumption and (save) costs
The cost of guest room commodities accounts for a large proportion of the entire hotel cost, such as energy (water, electricity) consumption, low-value consumables, various materials, etc., and daily consumption is relatively large.Whether the guest room department attaches importance to increasing revenue (reducing) flow, whether it strengthens cost management, establishes a departmental economic responsibility system and an original record assessment system plays a key role in whether the entire hotel can reduce cost consumption and obtain good returns.

5. The guest room department is responsible for managing the fixed assets of the hotel

In the hotel industry, fixed assets include buildings, equipment and facilities, furniture, items and equipment, etc., which account for about 80% to 90% of the total assets.Among them, the part within the jurisdiction of the room department accounts for the majority.The daily maintenance and maintenance of the hotel guest room floor and public part facilities and equipment is an important task of the room department.The task of the guest room department is to manage these assets well, or directly carry out maintenance, or enhance the sense of responsibility, promptly supervise or assist relevant departments to carry out maintenance, and extend the value preservation period of assets as much as possible.

6. The guest room department is the housekeeper of the hotel, responsible for the whole hotel's public health and cloth washing and distribution
The guest room department is also the hotel housekeeping department. It is not only responsible for the cleaning, maintenance and greening of the public parts of the hotel, but also responsible for the washing, ironing, storage and distribution of the hotel's cloth, supporting the normal operation of other departments of the hotel.

The second (section) job content of room service
1. Master the workload and make good organizational arrangements
According to the room reservation information issued by the front hall, the guest arrival forecast information, and the reception notice, etc., timely grasp the occupancy status of the guests, and arrange personnel, articles, appliances, and guest rooms accordingly, and provide services in a timely manner.

2. Reasonably formulate procedures to meet the needs of guests

The guest room has a lot of customer service content. The hotel should reasonably formulate service items, various service procedures and service requirements according to the actual needs of the main customer sources and the hotel's operating characteristics.

3. Do a good job in cleaning and sanitation and provide a comfortable environment

Cleaning and sanitation work includes daily cleaning and planned cleaning. In order to provide guests with a comfortable environment, cleaning and sanitation work is an important task of the housekeeping department.The hotel should formulate clear cleanliness and sanitation standards and a sound sanitation inspection system for effective control.

4. Strengthen equipment and item management to control loss

There are many types and large quantities of various equipment and items within the jurisdiction of the guest room department. Whether the use and maintenance of various equipment and the consumption of various supplies are reasonable will directly affect the economic benefits of the guest room.Therefore, it is an important management content of the room department to strengthen the management of equipment and items and effectively control the consumption of room costs.

5. Correctly handle the relationship with various departments and maintain cohesion and coordination

The smooth progress of the business of the room department requires the room department to handle the relationship with other departments. The normal operation of the room department requires the close cooperation of all departments.

6. Do a good job in the collection and arrangement of the original data of the guest room, and strengthen the control of the information of the guest room

Establish and improve the original data of the room department, including the daily room status table, room service work records, room item consumption records, room facilities and equipment maintenance records, etc.These original materials and information are the main basis for the room department to grasp the situation, find problems, and assess employees.

The third (section) organizational structure of the room department

In recent years, the foreign hotel industry has put forward the concept of concealed service, which has changed the organizational structure of the room department.The hotel housekeeping department has transformed from the previous floor service desk service model to the room service center model.However, the withdrawal of the floor service desk has made some hotels feel inconvenient, so some service models that combine the floor service and the room service center have emerged.Consequently, there are various housekeeping organizational structures. 1. Establish the organizational structure of the room department of the floor service desk

2. Establish the organizational structure of the room department of the room service center
3. The organizational structure of the room department that not only sets up the room service center but also retains the floor service
Fourth (Section) Job Responsibilities of the Guest Room Department

[-]. Job Responsibilities of Room Service Center
Accepting the service requirements of guests is the main task of the room service center, which is responsible for the unified arrangement and scheduling of customer service, as well as the liaison and coordination with other departments.Its specific responsibilities are as follows:

(1) Accept guest service requirements and uniformly dispatch guest services;

(2) Manage floor master keys and arrange cleaning team to clean guest rooms;

(3) Accept complaints from guests;
(4) Maintain timely and direct information contact with the front office;

(5) Responsible for the handover of cloth and guest clothes with the cloth room and laundry room;

(6) Responsible for submitting the maintenance order to the Engineering Department and checking the maintenance status;
(7) Coordinate the relationship with other departments.

Second, the job responsibilities of the laundry room

The work of the laundry room mainly includes washing and ironing staff uniforms and washing and delivering guest clothes. The level of management, washing quality and work efficiency will not only affect the operating activities and cost loss of the entire hotel, but also affect the quality of hotel service for guests. evaluation of.Its specific responsibilities are as follows:

(1) Responsible for the washing and ironing of hotel cotton fabrics;
(2) Responsible for the washing and ironing of hotel staff uniforms;
(3) Responsible for the collection, washing and distribution of guest clothes;
(4) Responsible for daily maintenance of laundry room facilities and equipment;

(5) Coordinate the relationship with other departments.

[-]. Job Responsibilities in Fabric Room

The cloth room is responsible for the exchange and delivery of all cloth and uniforms in the hotel after washing.Its specific responsibilities are:
(1) Classification of sending and receiving fabrics for hotel rooms and catering departments;
(2) Regular inventory of room and restaurant fabrics;

(3) Responsible for the storage, repair and exchange of uniforms for all employees in the store;

(4) Regularly equip and update cloths and uniforms to ensure timely supply of uniforms and cloths;
(5) Coordinate with the laundry room to do a good job in the washing, inventory and acceptance of uniforms and cloth items.

[-]. Job Responsibilities of Public Area Health Department

Whether the public area of ​​the hotel is clean or not is often used as a criterion for judging the level of the hotel.The public area of ​​the hotel is not only facing the hotel guests, but also many people who come to the hotel for visitors, meetings, dining, shopping, and entertainment often stop in the public area of ​​the hotel. Therefore, the public area faces more judges than the guest room area. In general, the quality of cleaning and maintenance work will greatly affect the hotel.Its responsibilities are:
(1) Responsible for the sanitation of indoor and outdoor public areas of the hotel;
(2) Responsible for the dredging of all sewers, drainage, sewage and other piping systems, ditches, river wells, etc. in the hotel;
(3) Responsible for hotel sanitation and epidemic prevention, spraying, and "six pests";

(4) Responsible for the greening and flower care of the hotel.

Fifth (Section) How to manage routine guest room services [-]. Greeting service

The first link (link) of the guest room service to the guest is the welcome service, and its service points are as follows.

(1) Understand the customer situation.After receiving the "Guest Information Notice" and "Special Service Notice" from the front office, the room service center will try to understand the basic information of the guests as much as possible, and grasp the guests' religious beliefs, customs, living characteristics, identity, occupation and Reception specifications, formulation of reception plans, arrangements for reception preparations.

(2) Room layout.Carry out room arrangement and inspection according to guest situation and reception specifications.

(3) Welcome guests.Greet guests in the elevator, take the initiative to greet guests when they arrive at the floor, and lead them into the room.Simply introduce the room situation to the guests, inform the contact method of the room service center, and wish the guests a pleasant stay.

[-]. Drop-off service
The last link (section) in the customer service of the room department is the delivery service, and its service has the following main points.

(1) Understand the customer situation.According to the list of guests leaving the store the next day, master the situation of guests leaving the store, and check the implementation of customer service.

(2) see off guests.When the guest leaves the store, send the guest off to the room and remind the guest if there are any forgotten items.

(3) Check the guest room.Quickly check the guest room, if any item is lost or damaged, or if there is a new consumption of alcoholic beverages, the front desk and the superior should be notified immediately.

[-]. Customer service

When a guest has a visitor, the service provided according to the guest's request is the reception service, and the main points of the service are as follows.

(1) Understand the needs of guests.Understand the visitor situation and reception requirements of the guests, such as the number of visitors and visiting time, whether to provide drinks, snacks, flower arrangements, etc.

(End of this chapter)